Those who still think or wish that something miraculous will change their lives and significantly improve their situation are in a decidedly idealistic position.
We can define this attitude as simplistic, "light" or simply as a consequence of applying "the law of least effort" (the one that induces men and women to do the least work for them).
From management experiences, we can share that many of them arise from ignorance and also from lack of concern in learning what is unknown to us. For different reasons (lack of time, periodic emergencies, etc.), you end up living with cognitive gaps.
In our day, circumstances force us to see things with a high degree of realism. Without falling into an extremely pendular or pessimistic point of view. The high competitiveness in each market segment, the speed at which each of the scenarios are modified, the evolution in communications and in the way of performing tasks on a PC that many people previously required, are some of those changes that only decades ago they did not exist.
The results we produce are nothing other than the result of the actions we have taken to achieve them. According to the quality, orientation, style, concern, etc., not only its fruits will be obtained but also the repercussion of having achieved them in the niche in which it operates.
In this way markets move, in each of the infinite existing niches and the many to be created. Where only the best actions succeed and where brilliant ideas that fail to become such fail.
Let's now talk about the final recipient of what we are and do: the Customer. The true recipient and beneficiary, at the same time as judge, of all the efforts and actions destined to satisfy him.
As a general rule, let us accept that no one returns to the place that gave them dissatisfaction, indifference, or disregard for their requirements or needs. Even less in the case of having suffered a lack of compliance with the agreement at the time of its preliminary negotiation (purchase).
Believing that this type of adverse action will not cause a negative consequence in the square is also a "light" thought. By the way, every time you have an experience, there are plenty of opportunities and occasions to share yourself socially. Both the bad and the good will find many listening ears to guard against or take advantage of such comments, respectively.
Those entrepreneurs who do not worry about improving their actions to provide them with something better every day, how do you think the effort of the competitors who suddenly appear in the market and eat their own barbecue prepared for a long time and with so much effort?
When a person is contacted to find out about the product or service offered and is lost in an automated communication, or the uncomfortable voice of the receptionist for being interrupted in another more pleasant task, or when he is referred to a totally strange department for what You wanted to find out, or the untimely response of an administrative to the simple request to change the invoice, what do you think will be your next steps? Would you try again with that company or will you look for other options that abound in the Yellow Pages offering the same, with a better level of response and even conditions?
This it is. Accept that the consequences generated by daily actions that are not given due attention, are unfortunately preventing new opportunities from those who want to know our products or services to satisfy their requirements.
Later, when circumstances become difficult, another characteristic feature of our idiosyncrasy usually appears on the scene: "Someone must take responsibility for it." With what is manifested the lack of commitment to assume that it is their own actions or the lack of them, their own decisions, etc., which caused such aggravations in this new situation of difficulty.
Getting out of such situations is possible, but only through actions undertaken with a clear focus on benefiting those who will respond with money to our successes. For which certain requirements are required to achieve it:
Sincere desire to improve current actions that may harm the current or potential Client.
Humility to objectively recognize one's own mistakes and those of others.
Communicate the situations objectively to those responsible for the organization (with insistence).
Learn what led us to error to know more every day.
Apply a simple but effective method to ensure they are not repeated.
Take actions and control them, evaluating their effects and adjusting deviations.
It is important to note that the improvement must be represented in terms of measurable actions by the sole recipient of the efforts of every employer: the Client. So that you can perceive the changes produced for your benefit and that you want to come back for more in the future together with your friends, colleagues and family.
Finally, let us emphasize that it is not enough to do it just once. On the contrary, it will require the daily effort of all its members to become a constant in the life of the organization and thus be able to reach a successful destination.
© Copyright 2008, by Martín E. Heller
