Many of your customers will face similar business challenges, so develop a helpsheet system. Here’s how it works: Write a one-page list of helpsheets covering topics which are of interest to customers While a customer is waiting to see you, have your receptionist hand him/her a clipboard with a list of the helpsheets and a […]
In this business environment, you need to collect and manage a lot of information about your customers, prospects and referral sources. To do this, you need a robust contact management system, which will incorporate customer relationship management (CRM). The system allows you to keep regular contact with selected customers, prospects and referral sources with a […]
Your team members should know more about what’s going on in your business than anyone else. Survey them regularly, and survey all of them. Here’s a suggested approach: Prepare a questionnaire, allowing room for expansive answers Make it easy for people to respond (i.e. email etc.) Make it voluntary and confidential Use an outside facilitator […]
Your business may benefit from convening a focus group. This will require you to gather a group of customers together in order to discuss your business. Here’s how it works: Schedule a meeting at a desirable location, such as a restaurant or a hotel, with either lunch or dinner provided Contact a group of customers […]
If your customers have complaints that are appropriately resolved, they can become better customers than those who haven’t complained. Authorise your people to fix problems without any “run around”, just as they do at Ritz Carlton Hotels. Give your people the authority to send a customer a bottle of wine, flowers or whatever is appropriate […]
More and more businesses are outsourcing various functions in order to focus on their main areas of expertise. Ask yourself these questions: What are we doing that is not one of our core proficiencies? What do we do that we don’t do well? What could we potentially outsource? As an example, many companies have outsourced […]
Technology is a major driver of business profits. Here is a list of innovations you may want to implement in your business: Document management systems (going paperless) Electronic workflow Multiple monitors Portals “Cloud” computing Customer relationship management (CRM) software There are significant benefits to going paperless: Increase in productivity Elimination of storage space Reduction in […]
Just about everything that happens in a business is repetitive. That means that it probably doesn’t have to be done by you! Here is a two-step approach: Take a hard look at what you and your colleagues do each day and write down how it’s done Start delegating tasks to other people, by having them […]
Key performance indicators (KPIs) are the statistics you track to determine how well your business is doing. If you’ve been running your business for a long time, you will probably have developed your own KPIs, even if only on an informal basis. We think there’s merit in formalising your KPIs and setting up a system […]
Once you have a business plan, move on to setting targets for the short and medium term. Do this together with your team, making sure everyone understands them and how they will be achieved. Then make sure everyone agrees that they are achievable. If your team isn’t willing to agree on this, go back to […]