Let's get straight to the point: Action is the only precursor to success!

So, here is a pithy way for you to get focus on your customer - and thereby be focussed on improving your business.

Take a leaf out of the book from Marriott: Imagine there is no desk. That's right, imagine, you no longer have a desk. What do you do? Well, how about understanding that in nearly all businesses, you do not meet new prospective buyers from behind your desk? You must get out and market, network, prospect, meet & greet on the shop floor, etc.

Eliminate some ridiculous policies. Continental Airlines did this with shipping costs, freight and handling. I recommended to one of my banking clients to each month reward an employee with $50 cash for identifying a ridiculous policy or procedure that may be annoying to customers. And, then of course, to get rid of that particular policy.

Do you remember Pan-Am, Wang Computers and Swissair? Oh yeah, whatever happened to them? Technique number three: Keep sharpening your edge. Keep your brand strong with re-invention to stay ahead of the needs of your customers and clients. Regularly reinvent!

Language has replaced action; Test your integrity over illusion. Are you still frolicking with TQM? Forget it. Instead, focus on delivering outcomes, results and achieving significant action that positively affects your customers.

Here are three great questions to ask your employees:

1. Why are you here?
2. Who do you serve?
3. Who would miss us?

The answers may not be as obvious as you think.

Ric Willmot
Strategist to the Professions

Views: 78


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