THE NEW YEAR
NEVER, EVER, FORGET YOUR CUSTOMERS. As you go about re-shaping your organization, it can be easy to forget who you are re-shaping it for. You won’t successfully grow without enhancing your company’s ability to serve custom- ers. You should consider every new strategy, process, and policy
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in terms of its customer impact. Something convenient for the company — automated phone answering, for example — might be a turn-off to customers. Burdening revenue producers with excessive administrative responsibility reduces the time they
why they chose to do business with you. This suggests you main- tain your relationship with them, long after that first sale is made. Newsletters, text messages, phone calls, holiday cards, social me- dia, your website — you have multiple ways to stay in touch with the people most likely to bring you future business. Put them at the center of your organization. When you’re done, your re-shaped company might look more like the organization chart on the right.
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have to serve customers. Having an owner who is the only person who can make customer service decisions, limits the number of customers who can be served. At the same time, your customers cannot be allowed to forget
GET HELP OR MENTORING. It is admirable to try and figure out everything on your own, but it is costly: it takes too long, you make mistakes, and you don’t always come
“Think about your company. Is the Who, What, Why, How, and When of their work clear to each employee, each day?”
up with the best solution. There are trade groups, coaching groups, local business associations, retired executives, and pro- fessional help resources available to you. Don’t be afraid to reach out. ■
NOTES
Auto Page’s new C|3 hybrid lets you track your vehicle from any iPhone, Blackberry phone or Android-powered smartphone
Plus, control any Auto Page alarm or remote start system from the phone with unlimited range! C|3 hybrid even works with factory installed or competitors’ remote start systems with Auto Page’s exclusive D/A Module.
Experience real security, convenience and peace of mind.
36 Mobile Electronics Survival Guide 2012
autopageusa.com
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