Welcome to Perfomance Development Strategies.



We partner with our clients to help them determine where they want to go and what results they want to achieve.  Then we help you develop the action plan to make it happen.  We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge.
We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

 

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Customer Service and Customer Loyalty


The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

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What is
coaching? Is it right for you?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

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PD Strategies Blog

Performance and Development Strategies Blog is the informational place to get timely and purposeful articles on the issues that concern you most.

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CAN MY BUSINESS SURVIVE WHEN I AM NOT THERE?

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If your business will not survive when you are not around, then you do not have a business. You have a hobby. I recently had a client company mention to me that the owner had taken some time off and during that time sales dropped off substantially. A business is certainly not sustainable if it collapses as soon as the owner leaves. Such a business will never be able to get passed on or sold.

Does this sound familiar? If it does here is the cause of the problem. The business owner wants to have growth and stability but does not trust his or her employees. The solution will lie in the owner becoming a leader who trains, develops, empowers, and delegates with confidence.

It is important to have the right people doing the right jobs. Start by having job descriptions for everyone. Make sure that every staff member is qualified for the job. Find out each employee’s qualifications and whether they meet the requirements of the job. You may discover that you may need to hire some different people. You will need to focus on training and development to get your staff up to speed.

Next, look at every activity in your business as a process. What is the purpose of each activity? For example, we can start with the sales process.   I asked my business owner to tell me who was responsible for making the sales proposals. She told me that the responsibility was solely hers. By holding that authority, she is creating a roadblock for sustainability and growth. Many owners fear giving too much information to the staff for fear of having trade secrets given to competitors. Those who follow that advice will never grow past the level of business they can close themselves. Proposals are better done by the people closest to the sale.   You don’t need to share secret formulas with your staff but you should set up a procedure for pricing your products and services. Set up price lists for all products and services. Develop procedures for determining the price of each job. And then let the staff do the work. You will increase sales and increase customer satisfaction by empowering your employees.

Share business goals with your employees and help them develop their own goals. Their goals should support the overall goals of the business. Expect every staff member to take ownership and recognize them when they do. Give them responsibility and knowledge of performance measurements for their area of responsibility.

 

Become Successful

 

 

Remember that by properly delegating and giving authority to those closest to the work you will multiply the performance of your organization. With proper guidance you will delegate with confidence and this will build momentum. As momentum grows you then can enjoy and sustainable business that runs without your involvement in day to day details.

Need help in empowering your team to create a sustainable business?

Contact Us to learn how to make it happen

or call 914-953-4458.

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Guest Saturday, 17 February 2018

Testimonial


Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%

December 6, 2012, ~ Lisa Schmid and Marshall Marinace

 


 

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