Customer Relationships

There are 6 posts filed in Customer Relationships (this is page 1 of 3).

Serve a Great Sandwich

Many businesses strive to chase the numbers by offering a number of products and services. Piles of bread, hundred different types of sandwiches.

Doesn’t matter if their product X is almost similar to competitor’s  product Y – they try to win over the price war. And its okay even if they don’t conquer the whole market, they are satisfied with just 3% of the overall market share.  It’s just one of the many product offerings they have.

Doesn’t matter if a customer gets frustrated with their services and leaves for the competition. He anyways represents a segment in which they’d find two more like him.

For a few businesses, only for a few, the opposite is true.

For one customer, one sandwich at a time, prepared and served with great care.

Freshness of the bread, quantity of cheese, quantity of ingredients, amount of sauces, time spent on backing and smile on the waiter’s face while serving – each detail is taken care. Not surprisingly, such businesses flourish regardless of the type of sandwiches they sell.

Not serving anything is a better choice than serving mediocre sandwiches.

Your business is thriving if…10

There are various data-based metrics that tell you if your business is thriving and there are certain behavioral patterns also that tell you the same. 

Here is some light on the behavioral patterns:

  1. Your business consistently gets more leads than your current business capacity;
  2. No matter with which project team your customers interact with, their delight level is almost the same;
  3. You take a 4-week summer vacation and do not get any ‘urgent’ call from the office;
  4. You have happy employees. Their lives are balanced, they are able to produce their best work and enjoy their life at fullest;
  5. ‘Department Wise Headcount’ report is topped by the Operations department (not support departments such as HR, Admin or accounts);
  6. You don’t think to open new geography every quarter – the percentage of your repeat business is very high;
  7. There’s only ONE version of mission statement across the organization;
  8. Consistent Organization specific Enterprise Environment Factors – that extend a sense of predictability in projects execution;
  9. Even if you pay similar or little less to what the market pays, people are thriving to join your organization. Keywords here are culture and experience;
  10. People in the organization prioritize their work by ‘Importance’ not by ‘urgency’.