I was recently asked how I felt about AI taking over my industry - that one day, it will likely replace me. The ever-confident EA in me replied: "have you ever had an assistant?" and "what happens when the automation breaks, or AI can't read between the lines?". I explained it was less about labelling one superior to the other, and more about finding a balance between the two - about finding the sweet spot that works for each client and their business.
An assistant is a professional extension of the person they support. Our job is to maximise your time, improve your effectiveness and streamline your days - our support is personally tailored to and complimentary of your working style, ambitions and commitments. We create strong, trusting and professional relationships with clients and their key stakeholders.
Often what we achieve for our clients can't be written down. For those lucky enough to work with an assistant, you will know it's a feeling, an impact, an effect. The best bits are in fact:
the nuanced understanding
the enduring trust
the emotional intelligence
the personalisation
the 'break the emergency glass' option (a Carly-ism that describes the moment all cards are down and it's your one phone call - the late-night text on the way to the emergency room with your sick child to cancel tomorrow's appointments, the popped tyre on the side of the road and you can't find the client's number....I think you get it now)
the soft place to fall for our clients and their customers
No system, no platform, no computer can provide that.
While some businesses lend themselves more easily to automation, others greatly benefit from personal touch. From the power of people.
I believe in automation that genuinely enhances an experience and enables that service provider to do even better. I don't believe in automation and AI for the sake of it, or to replace something that isn't broken. It's about understanding how having an assistant and automation is in fact, your superpower.
Consider online calendar bookings as an example. Handy links popped at the bottom of emails that streamline how people can book time with you. One of the most commonly made mistakes with these is the business owner doesn't have the experience, time or support to manage this system properly:
you don't update availability for the week ahead, in time for appointments to be made. SUPERPOWER: have your assistant confirm and block out availability for you.
availability changes or is incorrect, you spend time manually rescheduling. SUPERPOWER: have your assistant make a personal phone call to your customer, then update your system.
your customers haven't completed the pre-work or have lost the email. SUPERPOWER: your assistant contacts your customer two business days prior to confirm the call and discuss pre-work.
your customer completes pre-work, but you don't have time to download it. SUPERPOWER: your assistant monitors receipt of information, bundles up for your review the day prior.
following the call, you promise to share resources, but you end up having a crazy busy week and it's fallen to the side. SUPERPOWER: your assistant can spot the notes you've made, understands you're snowed under and instead shares the information with the customer in a follow-up thank you email.
your customers continue to avoid the link and text / call / email instead, leaving you to manage logistics. SUPERPOWER: your assistant becomes the first POC. So, no matter what avenue they use, you're not bothered or inconvenienced.
The human experience behind the automation matters. Just as you are unique, so is your business.
In a world where it's been proven we are missing connection, I observe business owners moving towards dis-connection in how they engage with their customers. I see business owners consider automation and AI as the golden mecca to reach. They move away from what their gut tells them they want, from what their brand expects and implement automation after integration after automation.
To be successful, find the balance that compliments your brand and customer experience, while making you stand apart from your competitors. Striking that perfect balance will give you your business superpower.
Consider your assistant the cake and the automation the cherry on top.
My point of difference is I can find that sweet spot for you (and I can also provide you with the assistant!). I can identify where in the workflow automation will work best and where human touch will enhance your customer's experience. I can create a workflow that feels like you, that aligns with your brand, that is simple and easy to follow, with identified value-adds along the way.
If you've recently automated your business but feel like it's not quite the right fit, book a discovery call with me to see how I can add some 'personal' touches to your workflow and improve customer engagement. Or let's chat ongoing business support that gives you everything - streamlined workflows and personal touch. Discover your superpower with us!
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