At Mackey Advisors we have been on a path of learning how to see our services through the eyes of our clients. This 180-degree change in perspective seems like a simple shift to dissect, however, our experience has been completely the opposite.
We’ve hired consultants, followed the advice of multiple guru’s, engaged a process approach, and while all these things moved us inches forward, we didn’t get the leap we wanted. We weren’t there yet.
Then last fall we had a new event. It was a simple agenda where I previewed our services after which 3 clients shared candidly about their experience with Mackey Advisors. We gave all 3 the same directions:
- Speak for 3 to 5 minutes
- Share your experiences
- Be authentic
They did, and what they shared wasn’t what any of the Mackey Advisors team expected. We were all practically speechless, in a good way. The heart felt sharing took our breath away.
A few months later we were working with our Aileron Business Advisor, sharing the event with him. He hopped up and got very excited. “Do you analyze what goes wrong?” he asked. Yes, until the cows come home was the answer Sarah Grace and I gave him. “What about the good stuff?” “Do you dissect it to find the golden nuggets?” We both went silent. No, we appreciated the good stuff, but we rarely spent time digging into it.
With our advisors help, we looked deeply at what our clients shared. As we did, we found the voice of our customer. We had accidentally discovered the answer to our deepest question 3 months earlier!