Do you see your Westchester County NY business the way that others do? You have been working in your business for a long time. Many times, when you see something every day you stop noticing. Does that make sense? For example, when you started your business you were focused on how you were going to get customers and what resources you would need to deliver the products and services to those customers. That might have been 2 years ago, 5 years ago or even 10 or more years ago. But you say, “I’m ok now because I have my routine set and it works without me thinking about it.”
Here are two questions to ask yourself. Has a new team member joined and pointed out things you didn’t see? Have you had any suggestions or complaints by customers? Sometimes a person with a fresh set of eyes is needed to point out something that will help your business.
A fresh set of eyes can show you things you didn’t see.
Peter Drucker said, “The function of business is to attract and maintain customers.” Is your business doing that every day? How do you measure the voice of your customers? If you are measuring customer loyalty by complaints or lack of complaints, you have a reactive process. You need to know what all your customers are saying, and you need a measurement process. Any size business can do this. Technology has made it so easy an auto repair shop, for example, can survey every customer after service is completed. This company knows how to attract and maintain loyal customers.
Equally as important, how are you measuring the voice of your employees? Are your employees aligned? Here is a quick checkup. Ask everyone on your team, “What are the top three goals of our organization”? If you receive exactly the same 3 answers from ALL of your staff, Congratulations! However, if you receive more than 3 answers, this may indicate the following symptoms:
• Poor Communication
• Loss of Customers
• Staff Turnover or unengaged employees
• Increased operating costs
• Turf wars or lack of cooperation
• Lack of Teamwork
It is important to know what your customers are thinking because a positive impression is a leading indicator of future business success. Fully engaged employees are necessary to have loyal customers. In addition to loyal customers and engaged employees there are other elements of your business represented by the star model below. This is a proven model that was popularized by the Macolm Baldridge Performance Excellence Award http://www.baldrigepe.org/
We offer an assessment of your business based on the Star Model above.
or call 914-953-4458.