In your business, what are the heaviest influencing factors on your customer’s perceptions of your business? What are the critical factors that make them say “Wow!”?
Well, one is the tangibles which are the physical facilities, equipment, signage, communications, how your people look and so on.
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And the second is the way your people go around doing whatever they are supposed to do in their role of delivering your products or services to your customers.
More thinking. Suppose, just suppose, that your business is the best of its type in your area, or your state, or even (let’s go for the doctor) in Australia. Now, come on, think about it. What would your answers be to these questions (and any others your fertile brain may create) if you were the best?
What would be unique, special and different about…
- The team who operate the business and what they do?
- The impression created when a customer (a) first sees them or (b) telephones your business?
- The way the product or service is explained to the customer?
- The way the product or service is delivered or rendered to the customer?
- What happens after the delivery of the product or service?
- The way you deal with your suppliers, other business people and competitors?
- How you maximize the value of each sale to the (a) customer, and (b) your business?
- What the team does to ensure that the customer will (a) recommend you to their friends, and (b) make a return visit?
- What your team members would say when they are asked where they work?
- The answer a team member would give if they were asked why your business is the best in the area (or state or Australia)?
It’s a pretty simple concept really. In a nutshell, I’m suggesting that if you ask what the best would do, and do it, then it’s pretty likely you’ll become the best!
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