Don't Over Promise and Under Deliver

Through promotional campaigns, sales presentations, conversations with customers and other ways, many businesses seem to promise more than they can possibly deliver. This can come in many forms. The promise of excellent product quality often turns out to be nothing more than a promise. The promise of excellent customer service rings hollow with many customers. The promise of expedited delivery or performance of some type often falls short. It is a dangerous and unwise practice to tell customers and prospective customers that your business and its people can do something when there is little chance that it will actually happen. Pay close attention to what you and your people are "promising" your customers and prospective customers. Can you actually deliver on those promises on a consistent basis? If not, stop and rethink what you can deliver. It is far better to exceed expectations than to fall short of them.

Good Luck & Good Selling!
Russ

Don't Fall Into This Trap

It is amazing that so many businesses profess to deliver excellent customer service when, in fact, the vast majority are delivering very poor service to their customers. In fact, it appears that the level of service being delivered to customers is falling off somewhat dramatically in many businesses. There is a trap that many businesses fall into that begins with a lot of lip service being paid to customer service, but little or no real action being taken. These businesses fool themselves into thinking their customers are receiving excellent service when, in fact, they are not. In many cases, the service is shamefully poor. It is important to avoid this trap at all costs. Having a false sense of security about customer service can lead to the downfall of a business. While the business believes its customers are happy, those customers are quietly leaving and talking to others about the bad service. Does your business suffer from a false sense of well being regarding customer service?

Good Luck & Good Selling!
Russ

How Morale Affects Profits

Success in business is primarily a result of the quality of people employed. It is well known that productivity is a key factor in the level of profitability attained. Productivity is a result of a number of factors, but none more important than the morale of the employees involved. Many managers and owners fail to recognize that maintaining high levels of morale generally translates into higher levels of productivity and, therefore, higher profit levels. Morale is affected in many ways, but primarily by how the employee is managed, developed, coached and treated. Too many managers treat their employees as commodities that can be disposed of and easily replaced. Others don't take the time to foster a strong enough working relationship with their employees. And most don't set clear expectations or enforce policies consistently. In short, employee morale has a direct impact on productivity. It takes time and effort to achieve high levels of morale within an organization. How much attention does your business pay to achieving and maintaining high levels of morale?

Good Luck & Good Selling!
Russ