If you are not familiar with the Oura Ring, it is a tool to help measure and track some important health metrics such as sleep, activities such as steps and your physical readiness.
I fell in love with this device because it gamified activity and sleep while helping me get back in shape last year.
I am flat out addicted to it and I was recommending it to all my friends.
Then it broke. It happens.
My service experience with Oura Ring:
I sent an email about it not working.
They responded 1-2 days later with 'links' for troubleshooting that I had already found on their website trying to fix it.
The links were not helpful.
We go back and forth for WEEKS...with a minimum 24 hour delay in their responses.
It was like they did not care and took me for granted.
Last month I purchased my dream desk for my new office.
I have wanted a stand-up desk from Uplift for years. They are not cheap...and I am...but...it is glorious!
About a week after it was built, I noticed a small problem on the desktop. I was frustrated because the desk was both new and cost a lot of money!
Here was my experience with Uplift:
I sent a message to the Uplift service team through their website chat function.
They responded in 20 seconds.
They asked me for a picture of what was wrong.
They said they would send out a replacement.
It shipped the next day and was in my office 3 days after I reported the problem!
Oura Rings and Uplift Desk are both GREAT products.
Uplift has a premium customer-focused service model. Oura Ring apparently is not concerned about service, preferring instead to "scale" their service.
Takeaway:
Do you have a Premium Service Model or are you trying to 'Scale.'
Having an intentional approach such as the AB Touchpoint System or ANY system that you can stick with will make a difference.
The happiest advisors I know don't try to 'scale' their service model. They have right-sized their business and offer a Premium Product with Premium Service.
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