“You cannot think of a World Class Organization, when the needs of the Clients are not met.
Stop fooling whoever feeds you!
Entrepreneurs dream of having the loyalty of their Clients, but they do not unleash the potential of their people to achieve this vision. It's time to get back on track with your business!
If your purpose is solely to earn good dividends, surely your business is destined to stumble in the market and in front of your competitors. Either surrender to His Majesty the Client or go pack your bags because you will have to quit the game!
In the last quarter of the year, companies and their leaders do everything possible to press the accelerator so as not to fall short of their objectives set at the beginning of the year. Some are still running aimlessly, putting pressure on people without providing a correct approach and without using all the resources at their disposal to achieve the fulfillment of their Business Plan, others more intelligent, are running adequately and are surely correcting their strategies, resources and the capabilities of your people making a difference against your competitors.
The difference between winners and losers is in what is thought of the Client and even more, what is done for him in terms of insurance.
Can you imagine airlines that do not comply with schedules, can you imagine VIP rooms for 500 people and without internet, can you imagine 6 boxes for payment in cinemas, using only one even when there is an endless line of Customers willing to pay for a candy? !It is real! All this exists, the Client continues to be the least respected, least attended, least valued, least listened to, and paradoxically the one best talked about in business speeches.
As long as it is not triggered and worked Congruently for the Client, you will gradually have to exit the game. You have to enter into Reason that it is the Client who runs your company and has the power of decision to make you go with it to the Summit or Close the doors.
But this assertion so notorious and worn out it seems that it does not make ECO in the ears of many leaders and as a result of the above, you and I, who pay for a variety of products and services continue to be upset by this repeated attitude.
But how to reverse this situation if your people do absolutely nothing for the Client? The answer is in you Mr. Entrepreneur. Do everything for your people so that they give everything for their Client!
Until a true sense of service is displayed by those who pay for what you sell, you will not know if you are capable of exercising a higher level of Leadership in front of your team of collaborators and your market. You will not achieve a competitive position only by having a quality product and an appropriate price for the product you sell if in both cases you are not accompanied by a Service of the highest level. Believe it or not!
“I have seen companies that almost own everything. Information systems, visit assurance tools, etc. But in personal service they are a fiasco ”. It is true!
How many times during the year do you spend reviewing your business vision and what your company thinks about the Client? Few hours true, and perhaps after the formulation of the vision never touched the subject again. Well, it is the same interest that its employees put for the Client. They are focused on meeting their sales quotas rather than truly SERVING those who pay for their salaries: The Client. Here I leave you some concepts to reason that according to my criteria are important to earn THE highest Perceived Value (AVP) with your Clients.
1. Create a customer-focused vision:
Nothing is more transformative for a company than having a clear vision regarding Customers: Everything begins here. Your mental model will indicate the level of energy that each area and department of your organization must print regarding the actions (internal processes) that have to do with what your Customer will receive in the end in product or service.
2. Saturate your business with the voice of customers:
Make sure that in every corner of your organization it is the voice of the customer that triggers the actions of each department. If you do not meet their needs, be sure that they can change you for a better option that appears on the market, and there are!
3. Follow the winners' school:
Learn from the great Customer conquerors. Analyze the practices of the companies that are ahead of you in the market, learn from them, their philosophy, their actions, and the response capacity that these companies have in front of the Clients, surely this will help you to improve its internal processes and its thinking model in relation to Clients.
4. Free the leaders who know how to attract and win their Customers:
Lead, train, support and empower people who have a great commitment to those they serve. Give them the power to surprise your Customer by innovating your product, service, and good rapprochement with the customer. Do not skimp on resources in this, because they are the contact with whom you want to maintain a loyalty relationship.
5. Eliminate internal processes that are barriers for your Clients:
Maintain consistent communication with them so that you can listen to their needs and meet them. Bureaucracy has never been welcomed by customers who approach your company. They expect quick solutions to their needs from you and if you don't, someone else will and win the game. Simple as that!
6. Action, and more action:
Organizations that respond the fastest to customer needs are the ones that lead. Learn to improvise, unleash the internal forces of your people to achieve an innovation scheme of forceful speed. Learn to differentiate yourself more quickly from others or you will be late for your appointment.
7. Lead by example:
Be the first to speak well of the Client. Act consistently so that you inspire others to do the right thing in terms of response times, product and service quality, internal processes aligned with the vision, etc., whether you like it or not, your Clients run your Company!
“When it comes to serving your Customers, don't hold back. Give your heart to the Client, as he or she has the ability to keep it running or not if you don't comply ”. Is it clear?
"If you don't do everything for your client, someone else will." If you do nothing for your people, the customer will resent you in the service you receive. Therefore, if you want to give everything for your Client, you must necessarily give everything for yours, PUNTO.
Your people connect with the Client, not you, so invest in them ASAP!
If you really analyze the importance of your organizational pyramid, you will immediately realize (if you want to see it, of course) that the people in the operation are the ones who are closest to your customers and not the Top Management. Do not be fooled! Those who make the quality of your product, those who make the differentiated service a reality in front of their Clients are those who keep in direct contact with consumers and not those who manage the business.
If you want to maintain a top-level relationship with your Clients, then you need to keep your relationship with the people who work for you in the same order. You depend on them and the company too.
Living or dying in the market is not a question of a quality product or a fair price, it depends on the service that you and your business provide to the one who pays for them, I have no doubt.
Hence the importance of investing in those who have the great responsibility of ensuring their results in front of their clients.
- Provide permanent training: Be your force of operations, quality, sales, etc., do not stop doing it, because the customer's loyalty with you and your company depends on it.Pay for good ideas: Ideas that stand out from your customers Finally, they must have a value because you are rewarded through income and profits. If you want to keep the behavior of your people attached to the vision of the business, be sure to recognize and reward a job well done! Invest in the training of highly influential Leaders: Do not do any more technical training. You need greater strength to make your relationships with your clients long-lasting and productive. The friendship between the one who serves and the one who is served,It depends on the good ethical and integrity relationship that exists between both parties. This requires an extremely high display of good Leadership. Finally: Love your people, just as you love your Clients: Realize this: Either you have them on your side and with it your clients or your clients will abandon you sooner or later! As always, we are at your service to help you in your change processes.
Reciprocity
"Ultimately, the customer is the one who has the last word when evaluating purchase alternatives." You will win the game, if your vision and your actions correspond to this need. Hence the importance of exercising a high level of leadership ”.
