You already asked me that


In Short: People are open to giving their information multiple times when they can see that information isn’t shared. They flinch when they need to keep telling you the same thing at different stages of the process because you haven’t valued their time in designing your workflow.

You walk through the doors and you’re asked for your passport and boarding pass before boarding the plane. You arrive at your first destination and then need to take another plane to your final stop. You’re asked for your passport and boarding pass again. We don’t flinch at giving out information again because it makes sense. A new area needs information they don’t have.

The flinch comes when you fill in a detailed online form (having the form freeze halfway through so you need to start again) then arriving at the physical location with the need to fill in many of the same details again. Using financial planning as an example, you fill in their website contact form then get called to confirm your details and add more details. You arrive and meet with someone who asks you many of the same questions. You agree on an investment strategy and then fill in application forms with the same information again.

By focusing on the parts of your workflow map where you ask people for information, you can find patterns and the areas where you can use automation and integrations to have information flow from one area to the next. Your clients will subconsciously appreciate that you’ve taken the extra steps to value their time and they’ll perceive that your service is organised with processes and should be organised with the service they need.