In the beginning…. the beginning of business, someone found they had a problem. Whether it was not being able to find a straight stick, or not finding the right rock to make a tool or hunting weapon, this created a need. Then someone else stepped forward with the solution. And business was born.
In the beginning, business was relatively simple. It wasn’t until our first business owner began to face the reality that his/her customers were becoming dissatisfied. Delivery was slow, workmanship wasn’t what it used to be, and our first business owner was trying to increase his pricing already. So one of his/her customers realized, “I can do this myself! I can do it better and for less money!”
Competition Began and the term “survival of the fittest” was coined. Our new owner was up and running almost immediately, launching and aggressive marketing campaign throughout all the villages, targeting new business, Price wars began, Advertising campaigns were born, positive versus the negative. And so with the beginning of our first war, the war of business, we learned the ABC’s…..of business.
It’s Always Been Customers!
Since the beginning of business, it’s always been about customers. It can’t be anything but customers. Without Customers any business will fail. In many of my facilitation seminars on personal and business development, without error, most people, when asked what the purpose of business is, they answer, to sell my products. They’re wrong. The main purpose of business takes us back to the basics. It’s very simple. The purpose of business is to Identify, Acquire, and Maintain Customers.
First, let’s identify customers. It seems to me human nature (after the advent of mathematicians) wants to count everything including customers. In your counting – don’t forget the obvious, yourself. If you intend to compete in the business of business remember everyone is your customer – you, your employees, and your potential customers. You and your employees become the internal customers and everyone else becomes the external customers.
Next, Acquiring customers has become our biggest search as a world business community. More dollars are spent on acquiring more and more customers each year. A good subject for another article. For now, let’s suggest that Acquiring customers is based on their satisfaction of product or service you provide rather than the sales process itself. Satisfaction becomes the standard. (Satisfaction of price, quality, trust, and value.) Customer satisfaction or a term used now too often is Customer Service, the single most important aspect of businesses that survive.
Maintain, Maintain, Maintain. Customer Service is the key. Your customer service department better not be a department! If it is, you’re already in trouble. Pardon the cliché, but … the fish stinks from the head down, and so it is with customer service. To be effective in today’s competitive business environment customer service is paramount. The desired outcome of “customer service” is for every client interaction with your company to result in complete customer satisfaction. This may sound idealistic, however, many companies are accomplishing this every day. A positive attitude and consistent habits are all that’s necessary. Our L.E.A.D. Box diagram sums it up very succinctly.
Maintaining customers through good attitudes, habits and goals becomes the golden rule of Customer service and key to a surviving business. Applying what simple lesson we learned from our first business man, the ABC’s of business being that it’s Always Been Customers that keep us in business will point us in the right direction. Looking at your Customer service area in all employees, considering their attitudes and habits create your companies image (our L.E.A.D Box), will give you a good idea where to start.
Collectively, at Rezults Group, we’ve been practicing the ABC’s of business, for over 27 years improving attitudes and habits. Find out more about the ABC’s, and our L.E.A.D. Box, and how to improve your business starting with the basics. Come to this link or give us a call at 801-560-9945 Today!