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The Competitive Edge NewsletterEdition 37The Secret of Great ServiceWhen I was doing some shopping one day I was really impressed by the great service I received from a Surf Dive and Ski (SDS) store. Upon chatting with the business owner later I found out that he talks with his team for about half an hour every morning. Now mornings can be busy and adding a half hour meeting at this time in the day can be extremely challenging. But spending time with your team, every morning can make a bucket load of difference to the team and to the quality of service given to your customers. Figure out how to reschedule your other commitments when you arrive first thing, and sit down with your people. It's worth it! This gets results!
And that's what it's all about. Choices give you freedom.
Imagine Your Business Is For SaleIs your business ready to sell? Is the stock in order, old debts collected and the books up to date? Are minor jobs completed and loose ends tied up? Is your business presentable? Viable? Do you have a great team? You never know when the unexpected may come along and you have to sell, or a better option presents itself and you want to sell. You want to be ready. First impressions count. It's like selling your home...you spruce it up to attract people in, and encourage them to buy. But you only make one sale on your home. Even if you have no plan to ever sell your business, why not spruce it up to attract more customers, and make sale after sale? It's a good idea to think of your business as a prototype for several more. Could you run half a dozen businesses the way you are running this one? You would need to have very efficient systems to keep everything ticking over smoothly. Customers would have certain expectations when they buy from you, so you would need consistency of product or service, good phone scripts, a uniform look, etc. As SDS above, you would have a happy team working in a pleasant environment. And when and if the time did come to sell, buyers would be attracted! Like your home, why leave your business for the new owners to enjoy? Why not start now to turn it into a productive enterprise where people are keen to come to work? And if life does take a different turn, you will have a great asset to pass on to your family or sell for top dollar. Team AccountabilityThe lives of business owners have long been hampered by relationships with their team. As their business grows, their team grows and frustration builds. Small issues become big issues and the owner is no longer happy. In time, he/she finds it all too hard and slowly - after all the hard work and dreams - collapses the company back down to a handful. Or goes it alone. Now where's the fun in that? To me, it sounds like a sad and lonely way to be in business. They would be better off having a job. You want your business to be rewarding, profitable and fun. So, here are a few reminders on how to keep your team accountable.
The feedback will alert you to areas in need of improvement. For example, you may need to explain the tasks more clearly or how to perform them in the most efficient way. Or, allow the person more flexibility to prioritise their work so they can achieve the desired results. Everybody wants a sense of achievement, so make sure you communicate the importance of what they do. This way, they are more likely to take ownership of their role, and you won't have to supervise so much. And if you are not getting the desired response, ask yourself if you really are communicating. Remember the golden rule... "True communication is the response I get." Perhaps in the end the person is not suitable for the role? One way of choosing the right person in the first place - and therefore saving you money in rework or lost opportunity - is to run a personality profile on job candidates. ________________________________________________________________________Quote of the Day________________
"Make it clear that everyone is on the same team." Paul S. George, Personnel Journal
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