Customer Relations – What do they REALLY value?

64a89d0e-3cfe-4f9d-9c77-dd217fddc515In our MUST-DO Strategies post we highlighted that to meet today’s challenges for high quality sustainable growth CEOs are focusing their strategies on Human Capital, Customer Relations and Operational Excellence. Let’s look at Customer Relations – What do they REALLY value?

Creating a strong culture around customers is one of the critical drivers in meeting the multiple challenges facing industry today.  What do we believe customers really want/need:  Price or Value?  If you believe that the only thing they cherish is the price then don’t read anything further.  If you believe that they are looking for value than read on!

The tendency of our traditional sales and business development efforts is to push services and benefits to our customers.  Try changing the game.  Ask customers what they really value and what their expectations for value are.  You may be surprised that the answers.  If you asked this question of your management you might get different responses but in the end customers want to know if you are the type of company that can trust to get the job done!  They’re always looking for the A-Team at the lowest price! Give them more of what they really value!

The strategies that CEOs are looking to related to Customer Relationships focuses on the following areas:

  • Relationships – Leadership should personally engage with key customers and clients to establish the foundation of trust, value, accessibility and commitment.
  • Quality – Customers are looking for quality in the products and services.  Consider what quality is costing you and your clients.  What would you look for if you were in their shoes?
  • Culture – If you look internally and develop a more outward looking customer centric culture in your organization what would you expect the customer’s response to be?
  • Speed – Time is money!   The current market has created a need for speed and reduced waste!  The quicker you can deliver a quality product, the higher value for your client and a more competitive advantage for your success.
  • Differentiation – Use competitive intelligence to identify your differentiators inline with what the customer really want, need and value. This will help you create your market leverage and success.

YES, clients are pushing for cost reductions in today’s marketplace. However, if he believes that he’s getting a great deal and meeting his expectations, he’ll pay for it!  Raising the focus on delivering better value requires innovative solutions throughout your entire business system in order to reach your full potential. It will also reduce waste and risk while increasing your margin potential, growth and shareholder value.

NOW, ask yourself and your teams these questions: What are we selling?  What are our customer’s problems?  How can we solve these problems in a unique or better fashion?  Do we understand their expectations? Have we a differentiated offering?  Are we asking the RIGHT questions and ARE we listening?  Do we have a culture fit and relationship?

Ask us how we can help Empower your potential to Excel and Perform!

Results Assurance

“If we improved any single process in our business by just 1%, or even 0.1%, but we did that every single day – what do you think the effects would be in a month? In a year? In five years?”

Are you looking to assure more successes with sales, profit, satisfied customers and employees, promotions, bonus or more? Do you know the formula for success and have you mastered the art of achieving success? We all know what we want to do and maybe what we should do, however, do we have the behaviors and the know-how and support needed to achieve real success?

There are four key components to being highly successful. Those are:

  • The Want To!
  • The What To!
  • The How To!
  • The Where To!

If you have ever played organized sports you know what it’s like to have a coach encourage you and help you understand the rules, strategy, plays and the behaviors necessary to be successful in that sport.

Business is the same. Be it building teams, managing people, successful sales, career advancement, project management, profitable operations and projects and more we all need a valid success formula and the support to achieve our goals and objectives. It’s a team sport!  If it was all so easy, then why aren’t you already getting the results and rewards you deserve?

The solution is simple; we can give you a proven process today that you and your teams can use to achieve phenomenal long term results, FAST. The ROI starts on day one!

As some of our clients put it:  “It helped me get organized and focused not only on my work but also on what I want to achieve!”,”It helped our team to discuss shared issues and find solutions to common problems.”, “Our sales could double using this formula!”, “The gains we are realizing are priceless!”

There is no charge for the first consultation.  You have nothing to lose and perhaps a great deal to gain – more profits, advancements, improved retention of mission critical resources, more sales, satisfied customers, reduced risk, behavioral based change, goal driven management teams with results and more! You could say that we are in the Results Assurance Business!

If you’re interested in learning how this success formula can help you get more from what you already have, then give me a call today at 713-249-9569.  I guarantee it will be life changing for you and your business results!

Dedicated to your success!

Your Results Assurance – Executive Coach

How To Keep Your Customers Happy

Customer satisfactions is your primary means to success. It costs more to find and develop a new customer then it does to ensure that the one you have is satisfied and will return.  Follow these step on how to keep your customers happy.

Make Customers #1
Make Customers #1

1. Ask your customers to rate you on your customer service.

2. Hold customer feedback meetings at least quarterly. Discuss issues, challenges, what they like and dislike, and how you can serve them better in the future.

3. After the meeting, take action on the recommendations.

4. When responding to a complaint, have the person or department that is responsible take action in the resolution of the complaint.

5. Communicate with your customers often. Use a company newsletter to  update your customers on products and services, issues you are working on, and any changes you are making.

6. Celebrate your successes and your customer’s successes openly. Have these successes published in your newsletter, throughout your departments, and in press releases.

7. Always celebrate your employee’s successes to your customers and to your other employees. This will let everyone know that you value your people.

8. Go above and beyond your customer’s expectations. Keep your word. Always deliver on time or earlier than expected and at a higher quality  than your customers expected.

9. Give your customers more than they paid for every time.

10. Have fun. Let your customers know that you enjoy what you are doing.

Keeping your customers happy is your first priority – they are you means to success.

2001 Gary Sorrell – All Rights Reserved.

Risk Management – Business and Projects

In today’s world RISK can come from many directions.  In controlling risk, management should understand the nature of the structure of its business and the keys to successful execution.  Business and projects are similar and comprise of four primary components: strategy, people, processes, and customers.  Controlling these areas of your business or project can result in significant success.

STRATEGY – Whenever a project or business starts its formation, understanding the strategy and how to achieve the objectives is key.  Preparing the strategy is fundamental.  Components of your strategy include the vision, mission and objectives, evaluating the internal and external factors that affect the operation, understanding the driving issues and variables will lead to success, and then mapping out the goals to which they operation will strive to achieve.

PEOPLE – The people are the engine of your execution.  It is recommended that you prepare an organizational execution plan which defines the roles and responsibilities, processes and approval procedures for execution. It should also include the schedule budget and approved process for continued monitoring of progress. Be sure to communicate your execution plan and secure feedback and commitment.

PROCESSES – Once you have a strategy and team organized it is important next to have processes.  These processes will outline the requirements of the team in both collecting, organizing, completing and presenting the end results to the customer.  It is important to assure that the team has a clear understanding of these processes and how they fit the strategy, objectives, structure, and client wants and needs.

CUSTOMERS – Without customers you do not have business.  We need to understand their wants and needs as well as their processes that they must follow in achieving their objectives.  Assuring that you have alignment with a customer’s needs, your strategy, your organization and your processes will help you advance to a successful conclusion or continuation of your project or business.

These are the four top areas of risk management and are fundamental to achieving success.  Over the next few weeks we will be adding more commentaries related to these subsets of risk management.

Challenging Power Questions!

 Ever get tired of asking “What keeps you up at night?” and “If you could wave a magic wand, … “? Here are 8 more power questions to keep in your arsenal:

  1. What is it about your current situation that you don’t like?
  2. If you could change just one thing, what would it be?
  3. Tell me how you deal with (name something that you’ve helped someone else overcome).
  4. What have you tried in the past to fix the problem?
  5. How fast have things changed?
  6. If you could solve that problem, what would it help you achieve?
  7. How much are you willing to invest to solve the problem?
  8. How do you see my part in the solution?

Do you have any Power Questions that have worked for you recently? Share then with our Blog!

Contributions by RAC-TQI

The Power of Trust

 

“For it is mutual trust, even more than mutual interest that holds human associations together.” ~ H. L. Mencken

It is impossible to go through life without trust.

Trust is the foundation of a good relationship.

Prospects must trust you: who you are and how you profess to help them.

“A person who trusts no one can’t be trusted.” ~ Jerome Blattner

 3 POINT REALITY CHECK

  • How do you engender trust with those whom you meet?
  • How easy are you to trust others?
  • Do you trust yourself?

“As soon as you trust yourself you will know how to live.” ~ Johann Wolfgang vonGeothe

 TO GET YOU THINKING

If you perceive a lack of trust is keeping you from creating good connections with prospects, think about your everyday actions. How do you conduct yourself in public? In private? Is there a difference? Should there be? How could you change your everyday actions to increase your trustworthiness?

“Trust men and they will be good to you; treat them greatly and they will show themselves great. ~ Ralph Waldo Emerson

WHAT DO YOU DO ABOUT IT?

Determine one action you can take that will demonstrate your trustworthiness to others … and then DO IT!

Contibutions by RAC-TQI

Who Really Knows What’s Going ON?

Looking at business you have Strategies, People, Processes and most of all CUSTOMERS.  Are you setting  yourself up for success?  Selling is only the start; you must let the customer buy.  Only the customer knows what he needs and or wants.  LISTEN, then deliver!  WHO IS YOUR customer?

See what Sam Walton, founder of Walmart says in Young Entrepreneur:

The folks on the front line – the ones who actually talk to the customer – are the ones who really know what’s going on out there. There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton, founder, Walmart

Read more at Young Entrepreneur >