I always enjoy experiencing an interaction with another business' customer service team. Whether it is a pleasant or unpleasant experience, I always take away some nuggets that help me improve our processes and hopefully improve our client interactions.
As a fellow business owner or manager, I wanted to share my thought process when evaluating your team members and how you serve your customers. If you want to do a deep dive into your company, here are some things I would like you to consider.
- Values vs. Wants: I start with this: What are my values? Second, what do I want? If my wishes don't align with my values, then I need to toss those wants in favor of others. That's step one. Let your values dictate your path, not your wants.
Beyond Words: Turning Your Company's Core Values Into Daily Actions
- Look First at Your Big Picture. Our long-term vision anchors us, giving our businesses purpose and direction, but the hustle to meet deadlines and targets can trap us in short-term thinking. It's imperative to schedule pit stops for perspective maintenance. December is an excellent time for this. Have a five-year plan and then a short-term work list. The big plan should be sturdy, while the short-term goal must be agile enough to meet the long-term goal.
- Prioritize Resource Allocation: While channeling all your resources into projects with immediate return on investment might be tempting, don't forget your long-term outlook. A significant short gain that hurts you later is a mirage of sorts. Don't fall for it. I look at this like the avoidance of a sugar rush. Yes, sweets are fantastic. But don't make them your diet or your business plan.
- What is My Business Avatar? I don't think I'm alone in picturing businesses as people. What sort of person do customers imagine when they hear your business name: a sharp, got-it-together person or someone with issues? Recognize where you shine and where you're lacking. Decide what person you want people to imagine and set a path for your business to live up to that image.
- Don't Forget the Far Lens for Your Employees: Our daily stresses make it easy to look at our employees in the near lens, not the far one. We need tasks done right now, and then we move to the next one. In this light, we can see the work, not the person. Always remember the person and pan back from the in-your-face moment of tasks to the secondary question: How is this person? How do they perceive their time here? Make sure to ask them directly. Make sure they feel heard. Set a goal for personal check-ins for the next calendar year, schedule them, and follow through. This is key for morale and motivation and a low turnover rate.
The Costs of a High Turnover Rate
My husband, Mark, and I have run multiple businesses over the years, and we love to strategize and talk about long-term and short-term goals.
Our drive-time conversations have been the source of many mutual successes over the years. I feel great satisfaction in helping other business owners find their path for improved efficiencies, finances, hiring practices… and a better life.
When Planning Clicks, You Know It's Right
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We help businesses establish the best version of themselves — business owners and managers, too. We have a vision of life improved, and then we make it happen for actual people, not an avatar. Real people like you.
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