Great Customer Service Is the Only Option
Where Would We Be Without Customers
Customers are the most important component of your marketing program. You can have the best product or service and the most knowledgeable and impressive staff, but without a happy customer, you may have no one to make the sale to. No sales lead to fewer staff or at best, a less-qualified staff, leading to a downward spiral. This situation may sound like a doom and gloom prediction, but a solution is not far out of your reach.
It was like I was wearing this as a badge of honor. In some perverse way, it made me feel important to say that.
While I might have fooled others that my life was great, I didn’t fool myself. Underneath my chipper exterior, I was struggling.
Many organizations take advantage of a means of accomplishing thing through a process popularized by Peter Drucker known as Management By Objective (MBO). This allows everyone to understand the company’s objectives, the means and process of achieving it, and the individual’s role and responsibility in delivering it. One by-product of MBO is the efficiencies gained through standardized processes.
Tom and Joe are brothers who grew up working in the family business. Tom is conservative and, in his own words, not very creative. He chose to stay with the older, established company and continue in his parents’ footsteps, running the business as his father did for the past forty years.
I was walking past a convenience store the other day and noticed a sign in the window. The sign read ‘No Change’. It seems they were inundated with people who required change for the subway or for parking and they felt it was better to keep all these potential customers out of their store than to equip themselves with a supply a change. They were making a clear statement they did not wish to have my business. What they could have considered was a large sign that read ‘Change Available’. Chances are prospects may have come in only for change initially but could have been converted to regular customers with the correct attitude of the staff.
We live in a world full of buzzwords and new ways to say things. A phrase you may have heard is thinking outside the box. What this means is to stop thinking in the normal way stop using the restrictions that we’ve all grown up accepting and look at something from a different perspective.