Elise OldingLast week I treated myself a mini-spa treatment courtesy of Groupon. It was for a 75 minute session of foot reflexology and massage. I’d never been to the spa before, so I did not know what to expect.
I was greeted and told to sit down. When my appointed time arrived, I was escorted into a large room with comfy chairs and other patrons either leaning over a pillow getting a back massage or sitting in the chair getting the foot treatment. I was asked to lean over a footstool with a pillow and put my feet in a bucket of tea to soak. The lady then proceeded to give me a back massage. I must admit, leaning over the pillow was not the most comfortable thing.
Next thing was she put in the chair, and gave me a foot treatment. After that she disappeared for about 5 minutes. I’m wondering what’s going on – I still have 30 minutes left. I think you can get the picture here now that I had no idea what was going to happen as there was basically no communication. I certainly guess I could have asked, but given I was supposed to be in “spa” mode, I never got around to it.
Once she returned, I was then brought into the massage room for the final treatment. At this point I’m sure you are thinking “why am I reading this and what does this have to do with business process or communication.” Well, I’m getting to that!
During the experience I realized that by not given me a simple roadmap of what was going to happen for the next 75 minutes that I was left a little edgy and not quite enjoying the overall experience. It made me think about the research I do at Gartner which helps clients understand how to communicate and the value of that – whether it’s internally with their employees to let them know what’s going on, or externally with their customers.
Overall I had a lovely experience (after it was all over) but had there been better communication DURING the session it would have made that portion more enjoyable. So – I’m still convinced that communication is vitally important, regardless of what you are doing, and even more so for us in our daily business lives. Sometimes it’s good to be reminded!
Category: BPM Organizational Change Tags: business process, communication
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