If you and your team are not on the same page it could be costing business and could threaten the future of your company. I can find symptoms of this by listening to some of these comments from Westchester County business owners. “I was on vacation last week and nothing got done.” “I need to approve the sales proposals before they go out.” “I can’t trust other with my best clients.”
If you have experienced this feeling you are probably running your organization as if you were driving your car with your emergency brake on. You move forward but not with the speed that you want. And after a while you have worn down your brakes. How similar is that to running your organization with a drag on your performance? If you and your team are not on the same page you will not achieve the highest results in your business. Worse yet, your best employees will feel frustrated and disengaged. They will underperform or they will leave.
Having business excellence provides a competitive advantage. It's what makes your organization different from all of the other organizations in your marketplace that provide similar products or services. It allows you to enhance your product or service which in turn will assist you in building loyal customer relationships.
Alignment of your staff to your mission will help maintain a loyal customer base. A loyal customer base is important because it costs 4 to 5 times more to acquire new customers than to keep current customers. That is simply a number that is too large to ignore.
Alignment of your staff will not only allow you to retain loyal customers. It will also allow you to increase your market share, your ability to innovate, and certainly increases your revenue and growth.
There are 3 critical components of an organization that, when focused on, help develop a well-structured, strong, and customer-focused organization.
The first component is strategic planning. An organization needs to have a strategic plan but then it needs to operationalize the strategic plan making sure that everyone knows what part they play in the overall scheme of things and how their role or department impacts their satisfied and loyal customer base.
The second component is the management and people processes executed by the organizational staff. The people in the organization need to have the necessary attitudes and behaviors to implement the organization's strategic plan.
The third component focuses on the operating side-the process side. It is easy to run the business, work in the business, and easy to do business with it from the customer perspective.
It is not enough that you as owner or business executive have your three critical components written down complete with action steps and timeline. You must engage and empower your entire team. They must understand their role and be involved in setting goals. Execution of this step will require leadership rather than control.
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