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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IF YOU CAN’T MEASURE IT YOU CAN’T MANAGE IT

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Another thought this time of year when we are working on our business plans for the next year.  We need to have clear objectives and goals. 

You may have heard the expression, “If you can’t measure it you can’t manage it” Well, if you want to have a sustainable business you need to have a strategic plan, which includes those goals and objectives, and a way to measure your progress.  Without these elements you are relying solely on luck.

What you measure is just as important as having and plan and executing it.  For example, many business owners are familiar with the acronym EBITDA (earnings before interest, taxes, depreciation, and amortization), or more simply said profit.  That, however, is a measure of what has happened in the past.  It may not predict what will happen in the future.

Using measurements that predict whether you are on the right track and will predict and shape your future are far more effective than relying on measurements of what has already happened.  Let’s start with the measurement of customer loyalty.  Customer loyalty is the measurement of how likely customers are to recommend your product or services to others.  Customer loyalty has a direct correlation to future sales and profits.

Another forward-looking measurement is networking and lead development.  What is the activity and frequency of activity that is required to have one conversion to a sale?  It is important for you to measure the rate of activity that you need to get desired sales results.  This rate of activity varies by industry, business, and business owner.  It is important to track your sales development activities to determine the right level of activity to achieve acceptable results.

It is important to measure the results of your marketing and advertising activity.  Business owners can waste substantial amounts of money on unfocused marketing and advertising.  Before creating a marketing strategy make sure that there are measurements such as web site visits, converted sales, response to mailing, and the like.

If you have employees, make sure you measure the effectiveness of your workforce.  This is done through clear description of duties and then holding your employees accountable for achievement of goals.  Also, you should measure your staff engagement which is the employee side of your customer loyalty measurement.

Organize all the measurements that matter to your business results into one area and create a “dashboard” to monitor overall results.   This serves the same purpose as your car’s dashboard.  It is an overview to let you know about any malfunctions.  You keep a dashboard to measure your performance against the goals you have set.  In addition, you use it to track trends and make necessary adjustments in activities as needed.

Positive Business Communication

This process really works.  History has shown that businesses that have written goals, and measure and track those goals will outperform the competition.

Are you ready to take your business to the next level in 2018?

Or

 Are you a Westchester Business that qualifies for a special program for entrepreneurs?

Contact us to learn more

or call 914-953-4458.

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Guest Friday, 15 December 2017

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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