My youngest boy evidently has a favorite ‘adult’ restaurant that he asked to go to several times while we were on vacation. So we headed out to it one afternoon for their specialty shakes and reasonably good americana fair. The service in this establishment was mediocre at best during a ‘less than busy’ period of the day. As usually happens, my kids focused on the the good things, while I remained puzzled by the items in this operation that could be easily improved upon with a little attention and no more money spent. We were no less than two-thirds of the way through with out meal when our waitress magically appeared with the check in hand. Without concern for our next needs or whether we would like to order more or whether we were satisfied she laid the check down on the table with this stellar quote:
I am going to go ahead and drop your bill of now and get it out my way.
End of quote… end of service. I could hardly believe it. For the 3 of us I was going to be on the hook for about $35 and this is how is was being ‘served’. It was a jolting reminder to me…
Whatever price your customer is paying for your product, they anticipate that level of service or more.
Up economy or down, it is not that complicated to give your customers top level quality service. It takes no more money to serve them with a great attitude. The only thing that can come from your determination to be personable in your delivery is a more loyal and appreciative customer. Obviously, you can figure out what might happened if the converse is true of you or your employees.
This is NOT one more post about the tough times… you can get that negative talk anywhere. We all need some inspiration, motivation and ideas to move forward and upward in our pursuits. —- One of the most foundational contributions to my personal leadership & business development was being pressed by a friend to read “The E-Myth Revisited” by Michael Gerber. A key principle from the reading,
“work on your business, not in your business”.
Translation: On good days most of us small business owners slave away trying to keep up with all the items that are going on. We run form one urgent item to another following the squeaky wheel axiom. On bad days, we moan, groan, have lunch with buddies and hope that our yellow page investment will finally pay off with the phone ringing in new work any minute.
Every day that you are in business that you don’t invest in working on the development of your business or organization is a wasted day. QUIT wasting your days! Take at last 30-60 minutes every day to look ahead into areas where you need to do something better, different, more efficient, etc. Build your business, don’t just work in it.
Start by picking up a copy of this particular book and reading — it will inspire you to grow!
have you ever noticed how many web pages you visit NEVER change after they are released? OR have you been to a website that has a posted item or a blog where the date is still form last year? What were your thoughts? Did you you think the company had died? Did you think that no body cared? Did you wonder if the owners & employees had lost interest in what they were doing? By chance did you think that you weren’t likely to engage with them because the would undoubtedly show you the same inattention as they do their own website?
Prevent your site from being stale!
Often organizations fall into the trap of assigning NO LEADERSHIP to their Internet presence. Sometimes they rely on the IT dept. to also be marketing geniuses just because they figured out how to put something out there in ‘cyber-space’. Think about these items:
- who is responsible (the leader) for your web content?
- what regular pattern do you want to adhere to for new content?
- what are the top 3 goals for your site to accomplish?
- what measurement do you have in place that enables you to know for sure that your site is driving traffic to your organization?
- does your audience find your site useful? how do you know? how long are they staying? how many pages are they reading?
there are so many things that you can be doing to make your site fresh, easy to use, and a powerful too for your organization. Give your website some love and attention and it will give it back to you.
Designers & idea people are NOTORIOUS for dreaming and promising far more than they deliver on.
9 times out of 10 you can completely forget about these creatives delivering your product on time.
Communication, clear, detailed and consistent, will be missing almost every time.
So, why like an addiction, in this era of highly competitive and open business do they continue to survive? The reasons a too numerous to list. The main 2 would be relationships and lack of knowledge on another option. Like anything else you go to people you know and when you make a bad choice it is probably because you didn’t know that there were other options.
When you hire a creative firm, you should expect & demand leadership. You are paying for the service! Ownership, detailed communication, problem solving, delivery of all the pieces… these are the types of things that you should come to rely upon.
Also, never pay ANYONE in full before they deliver the project. You should expet to pay deposits BUT you should also expect to see a finished project BEFORE anyone gets paid.
LEADERSHIP – expect it from your service provider, even if they are an artist!