Mind the Gaps

It takes a lot for me to write a bad review. Mostly because I don’t think much will come of it. But something happened this week that got me thinking deeply about the customer or client experience—and why it’s essential to audit your processes from start to finish.

We’ve all had bad experiences with companies, but there are a few that go above and beyond to make things right. Those are the ones we remember and return to because they fix, own, and learn from their mistakes. Here are a couple of examples.

On one Disney trip, my family and I walked into our hotel room to find the housekeeping staff casually chatting on a cell phone. It was an awkward encounter, but we didn’t complain at the moment or call the front desk. After the trip, my wife mentioned it in her survey. Within a few days, Disney called to apologize and offered us a free night.

If you’ve ever dealt with Disney, you know they don’t give anything away for free, so we were shocked. But that’s why Disney is renowned for their exceptional customer service—they fix mistakes in ways that exceed expectations.

Amazon, another customer service giant, once mailed Christmas gifts but forgot to include the boxes, ruining a big LEGO surprise. When we called to let them know, they not only refunded the cost of the LEGO but also comped our annual Prime membership fee. Guess what? We still spend a lot of money on Amazon. Why? Because they listened, acknowledged their mistake, and made it right.

Now, here’s what prompted these thoughts about the importance of auditing your processes. This year, we made a big Santa order through Walmart. Slowly but surely, the gifts began arriving. Then, last Tuesday, a bike we ordered for our son showed up—but with no box, no tag, and no shipping label. Just a fully assembled bike sitting on the porch.

My wife pulled up to the house with a car full of kids. Luckily, she managed to get them inside without anyone noticing the Santa surprise sitting there in plain sight. But now, we’re stuck hiding an entire bike in the house for a month and a half. (For context, we ordered a bike last year from Walmart, and it came in a box—so this wasn’t expected.)

The Takeaway: Audit Your Processes

Walmart’s misstep is a reminder of how small process details can make or break the customer experience. Take the time to audit your processes and ensure every step reflects how much you value your customers. It’s not just about fixing mistakes when they happen; it’s about building systems that avoid them in the first place.

Let’s learn from Walmart’s mistake. A thoughtful, well-audited process can make all the difference in showing your clients and customers how much they truly matter.

Mind the Gaps

Here’s how I’d approach auditing your processes and walking in your client’s shoes. It’s all about getting real with what’s working and what isn’t. Here are five straightforward tips to get you started:

1. Map Out the Customer Journey Step back and lay it all out—from the moment a customer hears about you to the point where they’re using your product or service. Be brutally honest about the sticking points. Are there delays? Confusion? Unnecessary steps? You can’t fix what you can’t see, so get clear on every interaction.
2. Experience It Yourself Walk through the process like you’re the customer. Order your product, submit a request, or call your own support line. Better yet, get someone else to do it who doesn’t know the inside scoop. Seeing it from a fresh perspective often reveals the little things that are driving people nuts.
3. Ask for Feedback—and Listen Customers are a goldmine of insight, but you have to ask and, more importantly, listen. Surveys, reviews, casual conversations—it all counts. Don’t just collect the data; use it to uncover where you’re dropping the ball or leaving customers hanging.
4. Tighten Up Your Touchpoints Every single interaction matters—emails, packaging, phone calls, deliveries. Consistency is key. If one area is polished but another feels thrown together, customers will notice. Audit every touchpoint to ensure it’s not just functional but also reinforces the experience you want them to have.
5. Pressure-Test Your Process Here’s the big one: what happens when something goes wrong? A delay, a defect, a miscommunication—are your systems set up to handle it? Run some "what if" scenarios to see where cracks form under pressure. Then build a plan to fix them before your customers even know they exist.

Auditing your processes isn’t about perfection—it’s about being intentional and proactive. When you take the time to see the experience through your customers’ eyes, you don’t just solve problems; you create loyalty. And that’s what separates great businesses from the rest.