Mindset: The Scope Model

The Scope Model mindset is designed by HubSpot to help deliver an effective and consistent customer experience. It is helpful for all business owners who are at the beginning of their business journey, or are looking to change things up a bit.

S – Standardised: every client deserves the same high standard of service. Define your service expectations and response times with your team. If it’s just you – document them to help you commit to them.

C – Contextual: adapt your approach to suit the client (eg. offer Zoom instead of in-person if they’re time precious)

O – Optimised: Go above and beyond (eg. log their favourite coffee in your CRM and ensure its ready for them when they arrive)

P – Personalised: Tailor your experience to each client (eg. ensure questionnaires you send are populated with information you may already have)

E – Empathetic: walk in their shoes (eg. If a mistake is made, don’t make excuses, just tell them you’ll sort it out and make sure it doesn’t happen again. Clients aren’t interested in the *why*).

Why not check out some of our other blogs on mindsets and concepts to help you with running your business.