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Blogging for Business
Not long ago a blog was simply an online diary. Initially, people decided that blogging was describing, in excruciating detail, how their day went, what they had for dinner last night, and why they spent the whole weekend doing laundry. Since...
Paralysis By Analysis
Every day we get emails and telephone calls from people who want to get started in Real Estate. We hear, I am just checking out your program. Or, I’ve been researching for the past six months to try and find a program. While researching and...
Partnering For Progress and Growth
Many home-based entrepreneurs are gaining new ground with partnering arrangements. Although it takes many shapes, the core of the partnering concept is two or more businesses teaming up to achieve together what they can’t do alone. Partnering with...
Personal Training: 3 Keys to Training Clients in Their Homes
When considering your options as a personal trainer, one of the very first things to decide is WHERE you are going to train your clients. The most obvious answer for most trainers is to get a job at a local fitness facility and train clients there....
The Top Ten People Skills You Need to Build a Dynamic Business
What does it take to make businesses perform extremely well? Such that they do above and beyond expectations. It's when your people work together in incredible ways, to create far more than you might expect. It's where they are in a special place...
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10 Customer Service Quality Statements to Measure up Against
Customer service is a fundamental quality that every business must have. The higher the standard, the higher the return on the investments you make. But just how do you measure your performance, in an easy-to-use way? It's really quite simple...
It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-
"We're increasing our turnover by 14% year to date"
"Our customer complaints are now less than 4% or our transactions"
...might sound like music to your ears, but that's just the time you need to be very careful.
A regular measurement of where you are as your organisation, not depending on some of the easy-to-fake figures, might just make the difference in how well you are doing now, and into the future.
Try these quality statements and set up a mechanism whereby you review them monthly - yes, that's right, monthly. This needs to be thorough and objective. And maybe even the scores made by a cross-section of your people in all areas of your business - then you get objectivity and a true picture of how you are scoring. It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself the question:-
"What would we need to do to move our score up by 3 points"
Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. Then and only then will your improvement be sustainable and you can reset the questions over time to a higher standard. Then you truly will be The Best in
class!
The Quality Statements:-
- We use a variety of staff to monitor customer service on a regular and consistent basis
- We know and can clearly state our customer groups
- We listen to customers about our products and proactively seek to redress issues
- We notice and congratulate our people and teams when they perform well
- Senior management are fully and visibly engaged in customer activities
- Our people enjoy the challenge of changes
- Our organisation and our people have aligned values
- Our customers find working with us easy and pleasurable
- We know how our people feel about working here and always respond to make it better
- We have teams and individuals who can respond quickly to changes circumstances, whatever they are
Keep a track of these - visually represent it somewhere very publicly for your people. Involve many of your them in monitoring, finding solutions and taking accountability for change, where needed and your business, your people and you will thrive.
One final point. Starting is good, being able to demonstrate your success in 12 months is another thing - as is still doing this review in that time.
About the Author
© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).
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