Baby step

Posted by Kirsten Gibbs
Last updated 6th March 2023
reading time

  • What's the smallest step you could take to get started on your Customer Experience Score?

    Try this:

    • Choose a job you shouldn't be doing.
    • Find someone to help you - ideally the person you wish to delegate the job to.*
    • You tell them what needs to happen to complete the job, they write it down.
    • They have a go at doing it, following their notes.
    • You observe, and where it goes wrong, between you, you modify the instructions to get the outcomes you want.
      • You clarify what really happens  (not what you think happens).
      • They suggest ways to make it easy for them to do.
    • They write up the improved version.
    • Save the latest version where everyone can get at it.

    Repeat until you have a section of your Customer Experience Score that can be run reliably by anyone who needs to.

    *If you plan to outsource the job to another business, get a friend/fellow business owner to help you do this, then hand over the finished Score as part of your specification for the supplier.


    • Assume competence.
    • Start with the (usually positive) 80% case.  You can capture major exceptions later.
    • Think 'Get Outcome' - what's true at the end of the process that wasn't true before?  So it's easy to tell when you've succeeded (or not).
    • Start at the very beginning and carry on right to the end.  You're trying to capture a transformation that is meaningful to your client and therefore your business.
    • The quicker you test it, the quicker you can improve it.
    • If it feels like you're trying to fit too much in, you probably are.
    • It's a prompt, not a novel.
    • Practice makes perfect.
    • Remember, it's about the process not the people.

    And for the visually minded:


    Even a little bit of Discipline makes Daring possible.

    Ask me how.

    Baby step Row 1 image
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