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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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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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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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Small business is poised to generate many new jobs in 2018.  We need small business to grow our economy and will need local small business.  I have had the pleasure over seeing many small businesses grow in the last years and expect more in Westchester County New York in 2018.

While it is true that today’s business environment can seem somewhat volatile there have also been many more opportunities with the growth in the economy.  

While I don’t want to oversimplify I believe that small business owners can leverage success by following the suggestions in the three following steps.

Step 1 – Think Strategically then follow through.

When you think strategically you work ON your business rather than IN your business.  You are future focused.  You decide where you want to take your business now and in the future whether it is in 5 years, 10 years, 15 years or more. You determine who your customers are now and who they will be in the future. With this information you plan for changes in customer needs so that you will continue to meet them.

You have financial controls with budgets for sales, inventory, gross profit, employee expenses, fixed expenses and net profit.  You change these as needs require.

Your people do the right things and do things right.  You remain nimble and flexible as business changes and you cross train and develop your staff to do different jobs.

You have clear and sensible processes throughout your entire business operation.   Members of your team are empowered to make commitments to most of your customers without your intervention.

Step 2 – Creating Loyal Customers and Generating Referrals

While sales and profits are measurements of success they are trailing indicators.  An important leading indicator is customer loyalty—that is the emotional attachment your customers have with you and your organization.  

Satisfaction and loyalty are not the same.  Satisfaction is a measurement of, “I expected it and I got it; therefore, I’m satisfied.”  If this were translated into a grading system, satisfaction could easily translate into a grade of “C” on any report card.

The desired score is obviously an “A” and A’s always equate to loyal customers. A’s imply that customers got more than they expected, and their expectations were exceeded in some way. Based on what is truly important to customers, they received more value from you than from your competitors.  The best way to create perceived value in the eyes of your customer is to always exceed their expectations.  Under promise and over deliver. 

Step 3 – Getting the Right Team and Keeping Them Engaged

Engaged employees are necessary for loyal customers.  Employees who are disengaged with their workplace and with the work they do can drag down team performance. Employees who are disengaged show up for work, but they leave their hearts and minds somewhere else.

Your leadership is the key to creating an attractive work culture.  First, hire the person who shares your organization’s values.  You can teach the operations of the job, but you cannot teach values. 

          Simply, it means that they are motivated to achieve and have the feeling that they are contributing to a winning team.  An engaged employee trusts management, understands the mission, is encouraged to innovate to be his very best.  He is encouraged to do his best and is recognized for his contribution.  When this happens, you have the highest level of customer loyalty, and employee retention.

          Employees do not leave companies; they leave supervisors. While there are many complex issues facing business, if you focus on these three areas you will have a greater chance of success.





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


 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 Wednesday, 17 October 2018


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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