Flow or Friction

𝘎𝘳𝘦𝘢𝘵 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦, 𝘙𝘰𝘤𝘬𝘦𝘵 𝘔𝘰𝘳𝘵𝘨𝘢𝘨𝘦!

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Experiences either draw you in or push you away. There are no static-states in life, and ‘not choosing’ is still making a choice!

Our mortgage was sold to Rocket Mortgage (RM) several months ago and during the transition we opted into automatic payments. Our payment is scheduled for the 15th of the month so on the 12th we receive a text reminder of the payment with a ‘link’ for details. We also receive a Thank You message on payment-day which includes another link for details. A Flow experience that makes me lean into RM as a satisfied customer who wants to tell their family and friends!

On the other hand - we have an automated payment setup for our Ford Bronco through a ‘nameless’ bank. Since the account and loan are within the same bank it does not show as a payment but as a transfer. There is also no monthly reminder sent, so occasionally I’m like - “What was that for?” And then I remember - “Oh…that’s the car payment!” I definitely don’t lean into this experience and would not recommend it to friends and family. This experience creates Friction and I would not rate it Five-Stars!

If we feel an experience is worth rating Five-Stars, we want to encourage friends and family to experiences it as well. If we rate it anything less than Five-Stars (1-4) we are likely to not talk about it and we certainly won’t recommend it. Anyone who has clients…you need to remember this! You are giving them a reason to lean in or lean out during every touch-point or lack of touch-point. But don’t lose hope - Flow experiences can be designed ! My Default Life & Career created a Flow-Friction sticky-pad that offers you a place to write down when you notice something that IS working or Is-Not working for your clients, employees, and even in your own workflow. Listen for Flow or Friction, write it down, and either do more of it or redesign it!

For those of us who notice what’s working and what’s not and need somewhere to jot it down - message me!

For those who need help redesigning experiences for Five-Star customer loyalty, employee retention or partner relationships - message me and see more at mydefaultlife.com/fivestars.

Have a great Sunday and create a great experience for someone today!

*Derived from years of research by Marcus Buckingham, the Buckingham Institute, and Design Love In. We bring this proven methodology to your organization through customized workshops and consulting.