SimpleBiz360™ Podcast
The SimpleBiz360™ Podcast focuses on inspiring continuous improvement. Our content features "One Minute One Question" shorts, interviews, and monologues designed to ignite contemplation, and action.
Episodes
Turn the noise off, leave the electronics home, find a place to think… and continuous improvement ideas will pop up everywhere. You just need to quiet the noise, search your mind, reflect on possible improvements, and then write them down. It can be therapeutic and refreshing at the same time. Our minds are amazing creations, and we really see what they can produce when we search and listen. How about you? Do you ever search your m...
Football quarterbacks often call audibles because they read the playing field and see something that could damage their play calling. We are no different in business. Sometimes we need to call an audible in order to reshape our approach to something we see when we read the room. Do you read the room routinely? Do you sometimes reshape your approach after reading the room?
The short answer is customer feelings. The day has come and gone, where product and services stand on their own merits. In today’s economy, businesses must be keenly aware of how they are making their customers feel. If you’re not managing this mindset, it’s time to giddy up, and address the 800 pound elephant in the room.
Time is money. Time is short. Time is a precious commodity to a business. What are you doing to reduce the time and toil customers have to spend doing business with you? Maybe it’s time to look for ways to save your customers more of their precious time?
Mature companies often find themselves saddled with internal squabbling about issues that are actually quite insignificant. If this is happening to your company, you are inadvertently taking your eye off the customer ball. Maybe it’s time to revisit your roots, and fall back in love with focusing on some of the major issues that can create good customer experiences.
Black holes are unanswered communication. As time ticks by, the inquiring party becomes increasingly agitated because their inquiry has gone unacknowledged, and unanswered. Many deals have been lost, and many customers have defected because they were sent to a cyberspace blackhole by a vendor. It is time to Wakey-Wakey! Just answer your dang communication! Do a 180 degree turnaround today!
Margin erosion is a sneaky business killer that can unnecessarily send a company to the boneyard. Becoming a doctor of details is essential to protecting the precious pennies of profitability. If you are not willing to get into your company weeds, than brace yourself for a painful impact sooner than later? What say you? Are you putting your operational weeding gloves on to make sure you are retaining the profitability listed on you...
After 35 years of tracking bad customer experiences, the lack of these two actions are the bedrock of buyer dissatisfaction. Period. End of Story. You want a more profitable bottom line? Do you want to stay in business for the long haul? Do you want customers to come back for more? Deliver on these two actions and most of your problems will be solved.
The best return happens when companies aim their improvements at customers. Buyers have a keen awareness of which companies prioritize customer satisfaction over company profitability. The best companies know that happy customers will lead to healthy bottom lines. Where are your improvements aimed at?
The common thread of championship athletic teams is humility. At a certain point, once the collective team becomes humble, the real improvement and growth starts. Without that humility, the teams will never achieve the ultimate goal of a championship. It’s no different in business. If we want to succeed, and grow as businesses, the collective personnel must become humble enough to pursue improvement. Are you humble enough?
Sadly, customer perception molds customer reality. This reality may not be true, but to the customer, it is their reality. If companies want to create better customer experiences, it behooves the company to understand the various realities customers are seeing, feeling and receiving. If you have never jumped into the customer shoes to experience your product/service, now might be the perfect time to do so. While your at it, get beh...
Companies can lose BIG money when they deliver a product that looks, and feels inferior to the original sample. This happens all too often. Why? Companies want to pad profitability by using cheaper raw materials for the order fulfillment production. Is your company doing this? If so, maybe it’s time for an integrity-driven approach to filling customer orders? BTW…the example in this video created a $696,000 loss for the manufacture...
Many of us split our work week between our homes and company offices. Trade professionals transition from job to job in the same day. Each of us has common tools of our trade to work quickly and efficiently. However, many of us come to a work location without the necessary tools to perform our duties. Is this fair to our employers? Is it fair to customers? What about our associates and team members? Is it time to repack your backpa...
We invite you to follow us for two minutes per week. With a small weekly investment of 120 seconds, you will come away with two business questions designed to stimulate your thoughts about how to improve customer satisfaction. Follow. Like. Share.
I could pay for a weekend at a ski resort If I had a dollar for every time a business associate printed an attachment, but ignored the email it came with! The accompanying emails often contain special instructions, requests, conditions, or previous agreements that act as addendums to the attachment. Are you training your associates to pay attention to both components of correspondence they receive?
Many buyers prefer to order products and services independent of interacting with customer service personnel. Does your order entry process service “do it yourself” purchasing?
Can your customers effectively order product from your catalog? Or, do your customers have to go on a hunt and peck internet search to gather the information they need to place an order, just because your catalog is not informative enough? If you are making customers go through more investigating to order, then it is time for the marketing department to wakey-wakey!
Perception is a two-sided coin, but only one side truly matters! Does customer perception matter to your company? Some executives are blinded by self-pats on their backs while delivering mediocre service. Are your eyes opened to the cruddy service your customers are getting from you? Time to wakey-wakey!
Giving something extra is another way of expressing customer appreciation. L’agniappe is a Cajun expression that labels a mindset of giving something extra. To the Cajun culture, it is a conscious mindset that encourages usage. The trick is to provide this “extra” something without the recipient asking for it. What about you? How well do you deploy L’agniappe?
The reality is that 80% of handwritten notes will get thrown away. The remaining 20% will quietly love them, save them, cherish them , or reciprocate by responding back. This applies to customers, spouses, kids, grandkids and friends. I would much rather put a smile on the 20% audience who appreciates receiving a heartfelt message. What about you? We invite you to go a little “old school” by exploring the magic of handwritten notes...
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