How do I find certainty in an uncertain world?

Many of you responded to my article on the extra mile – I gather it hit a nerve about people and businesses that go that extra distance to serve a customer.

I want to extend this idea to something even simpler and more obvious – but so often overlooked!

The griffin+row business is very dependent on our strategic partners doing what they say they will do when they say they will do it, particularly as we outsource most functions in the business. And the lessons learnt so far is that some have to be checked and re-checked – and some are totally reliable.

The first category of businesses and people require a lot of follow up. Did you send this? Have you done that?  Did you check this?

Actually all we need to be confident about is the simple principle: Did you do what you said you would do?

All this extra communication wastes time, costs money, and causes frustration and frankly makes a customer prefer to do business elsewhere.

Fortunately we have also come across a number of people in businesses who have an absolute commitment to doing their work diligently and as importantly have a real commitment to solving any problems that arise. They are actually thinking at their job, and pro-actively solving problems before they arise.

These are the real gems – the people who make the business one you always want to do business with. These are the people who will keep their companies profitable in tougher times, simply because other customers will be happy to refer them!

Recently I had to call our best known telco to solve a small but important problem – I cannot describe the relief when I heard these sweet words: “I will solve this problem for you.” In other words, I will take responsibility for this.

Has something happened in our community that no-one wants to see things through, fix things up, make things happen. Is it just easier to blame than do the fixing?

If you want to do more than simply survive in business over the next couple of years, I have some thoughts:

• Train your team to always do what they say they will do.
• Train your team to under-promise and over-deliver.
• Cultivate a culture of your-word-is-your-bond.
• Train your people to take responsibility and fix issues, not blame someone else.
• Don’t penalise people for mistakes unless they keep repeating them. This makes them shy about taking responsibility.
• Ensure that all your promises are carried out – don’t make any that are not sustainable or are impossible.
• Give your customers’ important issues the utmost and immediate attention.
• Get rid of those customers who are simply too costly to service – just too difficult, too demanding and frankly will never refer your business.
• Reward your customers for the referrals they give you.
• Let your customers know that you value them, and their business.
• Treat everyone with respect – a small customer with the right business model can become a big one!

These are simple ideas that could save you a fortune. Referrals are such a cheap form of marketing, and let’s be honest – so few companies and people carry out their promises to their customers on time and effectively. If you do, you should take market share.

A final thought – as the CEO, make sure you lead from the front on doing what you say you will do.

To read more Marcia Griffin expert advice, click here.

Marcia’s latest book, High Heeled Success (pictured left), is a frank account of building a business from a solitary sales person to a multi-million dollar business with 4700 sales consultants around Australia and New Zealand. Contact Marcia to purchase. Marcia’s latest venture is skin care company griffin+row.

Got a question for one of our Experts? Choose one that suits your area of inquiry and send it in to asktheexperts@smartcompany.com.au