How Explaining Your Work Process Can Add Value To Your Brand
Who can benefit by explaining their work process?
Almost every company can benefit from being clear about their customer’s next steps when they engage with them – whether it’s an ordering process, a return process, or the steps in a service call. People tend to trust open, communicative brands that make their process clear. In this article, however, we’re talking specifically about content that explains the work, or thinking process, that adds value to what you’re selling.
“Our Process” content is commonly created by companies that build complex projects, or engage in a creative process with clients over time: homebuilders, interior designers, website designers, financial planners, training companies – any industry in which part of what your client is buying is your tried and true method, knowledge, or thinking process for getting from A to Z.
Explanations around process are also used to establish the value of a product or service, and to differentiate it from the competition. Artisans, craftspeople, food and drink manufacturers, and other companies that create products in a unique, high-value, or thoughtful way illustrate their process to show the work, skill, quality, and time that goes into production. Often, it’s their process that justifies the price point.
Businesses that repeatedly answer questions about “next steps” or delivery times – whether it’s an explanation of their hiring process, or how a customer goes from a phone call to having new blinds in their home – free up resources by uploading an explanation of their process to their website, or by giving their salespeople print material to hand out.
You can turn the explanation of your process into an experience for your customer
When a non-technical client is looking at your process, they’re generally not looking for a deep explanation of how your product or service is created – they’re looking for next steps, reassurance that you know what you’re doing, answers to basic questions, the story behind your product, or a sense of what you’re like to work with.
If you address their curiosity, you can turn your process into a story that supports your brand. Instead of just talking about what you do, talk about what you do for your customer – that’s the story they’re really interested in. It’s a small shift in point-of-view that turns your process into their experience of working with you.
Similarly, if you make a fabulous handmade shoe, explain what goes into making that shoe in a way that makes your customer “feel” the story – as though they’re standing beside you at the workbench, smelling the leather and touching its softly burnished surface. When customers have a positive emotional reaction to a brand’s story, they’re more likely to purchase the product, even if it’s at a higher price point.
What makes a good process sheet?
It’s pitched appropriately for your target audience: Unless your audience is technical, you’re likely explaining your process to people who just need an overview of your main steps and why they matter. If there are points in your process where their participation is required, let them know. If clients are always asking about your timelines and you can predict them, fill them in. If you can briefly point out the benefits of your approach during your explanation, even better. Think of your process as another opportunity to have a conversation with your market.
It’s clear and easy to follow: Whether you design it as an infographic, a flow chart, or a step-by-step list, your process should answer questions – especially the ones your clients ask repeatedly – not raise them.
It gives a sense, not just of the process, but of the experience: Don’t let your steps sound robotic – this is a process sheet, not an instruction manual. Your tone, voice, and descriptions all help to create a “feel” for what it would be like to work with you, or watch you create.
Describing your process is another way to build customer relationships
When you anticipate and answer your customers’ needs, you build trust and confidence – and trust is the foundation of all great relationships. Transparency about your process says, “We got this”, or even better, “We got you”.
Wondering how to create an effective process sheet that’s more than just a series of steps?
Give us a call – we’d love to talk!