Liz Aitken tells a brilliant anecdote of her sleep consultant who productised and automated her practice in ways that any lawyer would envy [clip auto-starts at 5:32]:
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It was this revolutionary moment for me when I was on maternity leave, and I like many others, sleepless night parents engaged a sleep consultant.
And the way that she had packaged it start to finish, was just such a stark reminder for me about how our clients want to be serviced.
Right at the start, she'd commoditised her service offerings – you could have a newborn sleep package or two weeks of email support or just a 30 minute phone advice, and she had fixed prices for each of them.
Then if you wanted to take her up on that, you just schedule your meeting with her with through Calendly, and then an invoice is automatically issued out to you via email for payment.
There's document collaboration with this real time updatable table on Google Docs, and she was using document automation to pre fill this slick guide that she sent out with my daughter specifics.
And then to round it out you received this lovely value add at the end – a sleep guide to carry you through the next 12 months.
I was just so struck by how she delivered that, and the use of technology to remove these time consuming and low value tasks for her to improve my experience as a customer and allow collaboration and automation through that process.
And I was just thinking:
“This is what clients want. And of course they want that, why wouldn’t they? Cloud based document collaboration, project oversight, complete transparency, and no bill shock.”
The whole thing just made my life so easy and it was great value. And it just struck me so remarkably that this is what my clients want.
It has really influenced how I'm delivering my services now.
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