How has your service delivery changed as a result of the pandemic?  As staff explore new ways of doing things to meet individual needs it’s all too easy to drift into the risky territory of unauthorised decision making and shaky service options.

A recent article in Risk Management Magazine explores the multi-variate sources and persistent impact of disruption on business strategy, noting that of the five disruptive threats to be countered by savvy business leaders, changes in customer behaviour (read Covid19 pandemic) is #1.

This insight is just as relevant for small to medium sized businesses as it is for international corporations.  Understanding stakeholder behaviour is critical to improving their service experience.

Take the time you need to analyse systems, collaborate with staff and fix problems before they become habits. Remain curious – it will help you stay psychologically safe and help you deliver great customer service.