A few years ago, I heard a woman by the name of Rachel Hollis talk about her “calendar audit” – an annual ritual where she reflects on the year’s worth-it moments, time-wasters, and “definitely doing that again”s.
I’ll link it here because it’s gold. The premise? We all get 24 hours in a day, so… where the heck is it all going?
Fast forward to now – I’ve had so many conversations with business owners about the pivots they know need to happen in their customer service strategies, but just haven’t gotten around to yet. And it hit me:
We need a Customer Service Audit.
(Or, if you’re feeling fancy, a CX Audit.)
Now, annually might be a stretch – we’re all busy and barely hanging on by a well-caffeinated thread. But quarterly? That’s doable. It gives you room to test things, make small bets and give new approaches a proper college try before tossing them out completely.
So… what exactly is a CX Audit?
Glad you asked. It’s basically a check-in with your current customer experience strategy. Here’s the loose plan:
- Lay out what’s already in motion.
Look at your current system – your tools, your scripts, your team processes. - Find the sticking point.
What’s the common complaint?
What objections do your team hear on repeat?
Are messages falling flat over email or text?
Are people ghosting, canceling, or rage-quitting – and do you know why?
We all want to improve everything, everywhere, all at once. But unless your fairy godmother just popped out of an email inbox (nope, still spam), you’ll need to focus.
Pick one high-priority area you believe will move the needle.
Just a smidge.
Enough to create momentum.
(What’s that guy say again? “An object in motion stays in motion”? Right. Newton. Love that guy.)
Once you’ve found your focus, make a plan. Adjust the system, tweak the script, shift the mindset, update the process – whatever might impact that one outcome.
Then let it run.
Seriously – give it three months. Tweak it only if it looks like the whole thing’s about to go down in a fiery blaze. Otherwise, observe. Track what happens. Improve from there.
The trickiest part?
Carving out the time to actually do the audit. Sit down. Pull the data. Ask the questions. Reflect. And from there – create an action plan.
Then? Be patient.
There’s no time like the present – grab my free CX Audit Download to get started.
Make a little ripple. You might just spark a wave of better retention, smoother service, and customers who actually want to stick around.
You in?
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