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Here’s an exercise I’m working on for a Client Service Workbook that’s been an on-and-off project of mine for a while.
There will be several comic strip-like panels depicting scenes of a client interacting with you and your staff. Each will be on a worksheet you can give to yourself and your staff. Everyone will fill in the empty thought-bubbles with what they believe the “client” is thinking in situations like when:
They’re in the reception area waiting for their appointment:
They’re listening to you give them advice:
They just received their bill:
Once the thoughts are filled in, you compare and discuss the similarities and differences. To make the exercise even more valuable, ask your current and former clients to complete the same exercise.
Let me know what you think. I’m committed to finishing the Workbook by the end of the year, and will be testing similar exercises with my consulting and coaching clients ’til then.
I like the idea Matt. I’m a big fan of using non-traditional ideas (cartoons!) for any and all communication exercises. The images give them a starting point, so they’re not staring at a completely blank piece of paper. The visuals allow them to start creating the scenario in their mind. One suggestion would be to give them multiple copies of each scenario so they don’t have to cram a bunch of “thoughts” in one thought bubble!
wow, very interesting story,
great post, thanks for your sharing Matt.