A guy walks into his Dr.’s office and says, “Doctor I haven’t been feeling like myself lately”.
The doctor says, “How long is lately?” The guy replies, “I guess for the past year or so.”
Does this sound familiar to you or someone you know? This is a very common scenario for many people who take their health for granted and ignore the signs until the situation escalates.
Ironically, like a person ignoring the signs of illness, companies exhibit the same behavior when evaluating and responding to deterioration in growth. The signs become noticeable when growth begins to stall and becomes more pronounced when growth flattens out. And yet the company waits till growth is in a decline before it acts. In most cases, the company goes into panic mode and initiates a tactical action in hope it will fix the problem immediately.
If you think about a person’s health and the health of a company, they share many similarities:
In both cases, when faced with symptoms that signal a potential serious condition it really comes down to a simple decision: “Will you choose to take a proactive or a reactive path?”
The quick-to-execute tactical course of action without a sound strategy at the foundation, might work at least temporarily, but in most cases will fail resulting in wasted time, effort and money.
I recommend taking the proactive route which is similar to the Gold Standard “Doctor/Patient Treatment Model”. Before any decisions are made, first seek to understand what is behind the presenting symptoms through a complete diagnostic review. This will generate the vital information and insight critical to making an accurate diagnosis. Once the diagnosis has been identified, you will now be able to create an effective treatment plan for your specific Growth Condition.
So If you still choose to ignore the signs and wait until your Growth Condition becomes critical, before you go immediately to executing a reactive quick-fix solution, take a pause. And, consider “If your company was a family member, what is the best course of care that you would want your doctor to prescribe to not only relieve the symptoms, but fix the problem?
My suggestion…Think Strategy First
In part IV. of my blog series specific to the importance for organizations to develop, improve, and practice daily business fundamentals in order to achieve organizational success and growth, the focus will be to offer suggested steps that fall within the area of Customer Strategy.
According to Roger Staubach, Former Dallas Cowboys Super Bowl Champion, NFL Hall of Famer and Modern day business titan.
“At a car dealership, the person who sells the car is the hero, and also gets the commission. But if the mechanics don’t service that car well, the customer won’t return”
Delivering an excellent customer experience requires the combined and coordinated efforts of every employee in an establishment working towards a single goal – to exceed their customers’ expectation, period. Sure, employees will have different roles and responsibilities, and as Mr. Staubach’s statement indicated, will also be recognized and compensated differently as well. But the key point to take away is that everyone within an organization, no matter what their job entails, must believe in and be focused on delivering their customers a truly unique and amazing experience.
Memorable Customer Experience is More Than Great Customer Service.
In many mature industries where products and services are perceived as a commodity and price historically dictates the purchase decision, there is an opportunity to identify and implement new value-creation efforts. Efforts that can immediately increase customer satisfaction that ultimately, helps to further differentiate a company and its products and or services from the pack.
Customers are seeking a personalized experience linked to the product or service they purchase that will go well beyond a transactional interaction. It’s given that customers expect a good price, a quality product, dependable customer service and support, timely delivery, ease-of-ordering, and convenience. But today’s customers are also looking for a consultative versus a transactional relationship with their vendors where they will be provided with reoccurring ideas, solutions, and guidance from experts who truly know and understand their specific business challenges.
Providing a more robust and meaningful emotional connection with your customers, will not only win their wallets but will also win their trust, loyalty and hearts.
As the late and great USA Olympic Ice Hockey Coach Herb Brooks said, “Great moments are born from great opportunities.” I, for one, believe every company has the opportunity to realize its desired success and growth – And it starts with Blocking-and-Tackling
Vince Lombardi is arguably one of the greatest NFL football coaches in history and what he truly believed created a championship-team was mastering the fundamentals:
“Some people try to find things in this game that don't exist but football is only two things - blocking and tackling.”
Michael Jordan, also arguably the greatest NBA basketball player of all time, is a believer that no matter what you do in life, success is only possible when fundamental excellence serves as the foundation to every action.
“The minute you get away from fundamentals – whether its proper technique, work ethic or mental preparation – the bottom can fall out of your game, your schoolwork, your job, whatever you’re doing.”
Today’s B2B landscape has changed dramatically in recent years making it more complex and incredibly competitive resulting, in business owners having to rethink how they grow their organizations in a once “price-driven” and “delivery of excellent customer-service” marketplace.
71 % of B2B customers are indifferent or disengaged with their current solutions provider. No one industry is immune from this circumstance. -Gallup Poll B2B Organic Growth 2016
Now more than ever, the practice and mastering of daily business fundamentals and principles, in lieu of searching for quick-fix solutions, will be critical. Over the course of a four-part blog series, I wanted to share some practical business fundamental strategies and steps that every business can begin to put into practice for achieving long-term growth and success. These will include:
At the end of the day, every company wants to succeed and hopes to create a “championship-level” organization, culture, and environment capable of generating year-over-year growth. This is a feat many organizations are challenged with because they don’t know where to begin. Borrowing legendary NBA Coach Phil Jackson’s words - “The ideal way to win a championship is step-by-step”.
Look for my next post in this four-part blog series that will include steps that can be taken to increase company growth and success that fall within Corporate Strategy.
If you interested in learning more please contact me at firstname.lastname@example.org