In the fast-paced world of modern business, “efficiency” is the holy grail. But, as Indiana Jones found out, it’s almost impossible to get hold of, and there are more important things after all…people. Businesses and individuals are pushed to the limit with AI streamlining operations, automating tasks, striving to boost productivity and profit margins. But, it’s not the whole story – what about people, your clients?
Imagine exceeding expectations, with personalized interactions, creating memorable experiences for clients. These moments inspire loyalty. Clients become evangelists, telling everyone about their experience. This takes time and a lot of thought. It’s a choice. For many businesses this is inefficient – takes extra time, costs more, and doesn’t scale.
So how do you choose between the two? The answer isn’t either-or. The most successful people centric businesses find a way to blend efficiency with excellence.
Efficiency is formed out of consistency, the product of well honed, reliable processes, and seamless, frictionless systems that work every time. Consistently fast, well-handled transactions especially in financial planning, but with that personal touch can make all the difference.
Without efficiency, even the most well-intentioned teams can become overwhelmed. Miscommunication, or missed deadlines often erode trust faster than any lack of personal touch ever could.
What truly sets great companies apart is their willingness to go the extra mile. To raise the bar in terms of personal service quality. Remember the last time a barista remembered your preferred coffee, and your name? Those moments stick with us because they feel rare, even dare I say human.
Going the extra mile doesn’t always have to mean grand gestures—it can be as simple as a handwritten thank-you note, handing you your decaf hazelnut latte before you order, or solving a problem before you knew anything had happened. These acts build emotional equity and foster loyalty better than the slickest AI could try to replicate.
The sweet spot lies in using efficiency to enable exceptional service—not to replace it. Technology and systems should handle the routine chores so people can focus on the meaningful human interactions. Seth Godin in one of his recent blogs explained, “The Japanese term for this is yoyu. 余裕 is effort and ease, time and passion. The characters 余 (yo) means “surplus” or “extra,” and 裕 (yu) means “abundance” or “affluence.”
We often talk about the importance of doing things properly, not quickly. If we decide to direct our skills to do things better rather than quicker, we believe that creates a more enjoyable outcome for our clients and for our team.
Efficiency keeps things moving at pace. Going the extra mile makes people care. In a world that increasingly values speed, it’s thoughtfulness and care that energises relationships. The best client service doesn’t just solve problems – it makes people feel seen, heard, and valued. It conveys a sense of calm assurance, peace of mind that it’s all under control. To borrow from Canadian philosopher Bryan Adams, everything we do, we do it for you.