In the The Difference You Make: Let’s Get Started! article, we looked at what you need to do, to begin your journey to identify the difference you make to your customers. You started with some flip chart paper, and a few post-it notes and asked some key questions of each other. This led to a conversation and you filled your flip chart paper and post-it with comments. But what do you do now?

Firstly, you can transcribe all the notes into an electronic document. As you know, this a good way of keeping a record of the comments made. But you do not have to do this, you can just keep the original flip chart paper and post-it notes. The thing to remember is that they are your notes, so you can do what you like with them.

But what then? Let’s go back a step to your conversation. We are all constantly making sense of our environments, including making sense of what people are saying and doing……… we constantly analyse our world. So, let’s apply this inherent ability to the comments you have collected.

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  1. Step 1: Get everyone, who has taken part in the conversation, to look at the comments and get them to say what they think they mean.
  2. Step 2: Let the discussion happen, as everyone tries to make sense of what has been recorded on the flip chart paper and post-it notes.
  3. Step 3: Be prepared to discuss assumptions and expectations of what everyone thinks it all means.
  4. Step 4: Stick with it, your collective analysis is emerging.
  5. Step 5: Write up the key features of this discussion.
  6. Step 6: Circulate and/or discuss with everyone that took part in the original conversation. The purpose of this step is to check that everyone recognises the analysis. Remember they do not have to agree with it all!

Why not give this a try. It is not scientific, but it is based on how we manage all the information we come across every day. What next? We will be sharing our thoughts on this in the near future.