There are a few factors to consider when preparing your company to approach the largest clients you’ve worked with. Today we’ll look at the three paths every business faces and which one will lead to success.  Then we talk about what it takes to land Moby Dick. The three paths are Snail Speed, Shooting Star, Whale Catcher Snail Speed Most business owners end up working into the ground without much to show for it.  They avoid change and look for the quick hit. Shooting Star These businesses shoot up so fast and success comes in a wave that was unprepared

The Rule of 1% is simply improving your customer service experience in 1% increments at a time.  You must perfect your consistency or this will never be possible.  Yes, this is a small increment by itself but if you approach this in a systematic approach to small consistent improvements over time -“kaizan”, you will gain a substantial increase overall in time. You must avoid doing too many things or too much at a time or you are setting up failure.  If you focus on small incremental improvements with your team and gain the confidence and momentum that brings with along. 

In the last post we outlined the first secret to building a solid customer service plan and how to establish your vision for your business. Today we will discuss the second secret in elevating your satisfied customers to raving fans. It is imperative that you know what your customers want. Familiarize yourself with who your customers are and you will know better how to serve them. Demographics are extremely important here. An upper-class woman in her 30’s is going to have completely different expectations than a blue collar worker in his 50’s. You need to do the following four things