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ashlee@asquaredonline.com

406-351-0830

Background design - Crossword - credit to ideawebme via Toptal (Creative Commons BY-SA 3.0 US)

Process Design

Perfecting your customer experience

What is it?

  • Define a clear journey from the moment your customer says yes all the way through delivery to ongoing engagement. You’ve worked hard to find your niche; it’s time to give your company the infrastructure it needs to grow without sacrificing the value of your service.

Who’s it for?

  • Customer experience process design is perfect for growing companies with small teams. If you provide a high-touch service directly to your clients, a great customer experience is critically important for you.

  • When you have only a few clients, it’s easy to create a customized experience for each one. As you pick up momentum, that will stop working for you. You need a well-defined system for how you onboard new clients, deliver your service, and gather the feedback and case studies you need for social proof.

  • Save time with automation and templates, empower your team to deliver at a high level with clear direction and checklists, and provide a fine-tuned, consistent experience for more customers as you grow.

I don't have to think about a damn thing except my actual job...My admin load will be a fraction of what it was because I have benefited from the genius of Ashlee Berghoff who is some kind of Moses, parting the sea to create a clear path through my admin/system/to-dos I was drowning in.... I cannot believe how streamlined my system is now any more than I can believe I just made a biblical reference."

~Caroline Mays, Writer

What are the benefits?

 

  • Fewer decisions to make. When you have good processes in place, your business will run like a well-oiled machine, and you can reserve your creative energy for the big strategic questions. It’s time to remove yourself from the day-to-day and focus on your role as the CEO.

 

  • A better customer experience. Your customers can tell if you know what you’re doing, and they want to know what to expect. When their entire interaction with your business is consistent and carefully designed to delight them, they'll keep coming back for more. 

 

  • Less urgency. Your business doesn’t need to have emergencies in it. With the right processes, expectations, and boundaries, you’ll be able to confidently handle everything that comes your way without feeling frantic.

 

  • An empowered team. When your team has a clear process to follow, they can take action without constant intervention from you. If you reinvent the wheel for each new client, your employees will always need your input - even on your "days off."

 

How does it work?

 

  • Our unique A Squared method for process design has been proven for both solopreneurs and growing teams. A standard process design project lasts for three months, and we will walk through five phases:

  • Phase One: Process Mapping and Design

    • We will map out your process as it is now and talk about what’s working, what’s missing, and what you want the end product to look like.

  • Phase Two: Software Selection

    • We will create a list of non-negotiables and nice-to-haves for any software tool you might need to implement your process; then, we’ll find and set up that tool for you.

  • Phase Three: Templates and Documentation

    • We will build the templates and documentation you will need to implement your process.

  • Phase Four: Process Review and Training Plan

    • We will walk through the process step-by-step together to make sure there are no gaps left and then create a plan for sharing the new process with the team.

  • Phase Five: Training and Implementation

    • We will train the team in the new process so they can immediately implement it in their work. Over the first 30 days, we will be available to make any adjustments you realize are needed after using the process in real scenarios.

Our promise to you

 

  • Your team will gain clarity on what needs to happen and when.

  • Your customer experience will be fully customized to the way you work and the needs of your business.

 

  • Your new process will enable your company to grow without sacrificing quality.