Instead of spending a lot of time (and much needed capital) on uncovering new ways to grow your business, focus your investment on streamlining your current model. Empower your staff to work more effectively at meeting the customer’s needs. Give your clients a reason to take another look at what you have to offer! Here’s what you can do differently!
Revamp current customer service procedures. Finding real help in real time–that’s one reason why customers remain loyal to their favorite brands. Be observant! Pay attention to the turnaround time and methodology of coping with customer complaints, troubleshooting and all areas of customer service. Prompt emails and return calls can improve your company’s profile in the eyes of your customers. Don’t forget–it’s less expensive to keep current customers than it is to find new ones.
Insist on quality in new hires. You are short a pair of hands in the warehouse, but you really want to bring on someone with managerial skills. What do you do? First, set a realistic expectation of what you can get compared to what your offering. You may have to “up your game” when it comes to pay or perks. However, if you do decide to spend more for a specific skill set, insist on quality. Don’t hire someone who has little or no experience, unless you have the time and resources to train that person.
Focus on the “family.” Tighten the company circle and increase loyalty by focusing your attention on your staff and the people they care about. Get to know their families. Make your staff truly feel “wanted” or another employer will.
Invest in your talent. The more the team knows, the better it is for the company. Host a conference that highlights the latest technologies and how to use them in your business. Foot the bill for an in-house leadership development program. Show them that you believe in their future and your employees will return the gestures.
Don’t be afraid to work with what you have and tweak programs along the way to create excitement. A dual focus on customer and staff care will put you in a great position moving forward!
Remember, running a business successfully does not need to be complicated. Keep it simple!
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Manny Skevofilax is a consultant and speaker that helps his clients successfully navigate the challenges of growing their businesses profitably. Since 2003, Manny helps businesses enhance their results by using his experience in strategic planning, financial statement analysis, operations, organizational development, and team-building. His consulting firm, PORTAL CFO Consulting, Inc., has attracted clients from diverse industries in the United States and abroad.
Manny can be reached at 410-808-3441 or via email at manny@portalcfo.com.