Do you wish your business was more proactive?
Is your business enjoyed by your customers?
Is your business comfortable and efficient in its current setting?
BUT
Do you have bigger aspirations and goals for your business?
Does your business deserve a wider audience?
Scaling a business to a broader audience, managing multiple locations, a larger employee base, growing your products, services, and or supplier base will most probably stretch your existing platform and potentially beyond its natural capacity.
Being proactive, developing a broader service base, and creating more customer value will require your business to broaden its strategic view, resource base, and operational breadth and it all needs to link so you gain the efficiencies, and maximise profit!
A systematic approach is essential so you can manage the change successfully.
Here are 5 solutions to move your business from Responsive to Proactive:
1. Clear vision of the service delivery or experience to customers – People work better when they know what someone wants and its particularly important to be clear on the new vision when you are changing because your Employees will be anchored to the past.
Solution ~ Create a compelling and visual image of how you want your customers to feel at the end of their experience with your Company. This will guide your Employees in their customer service.
2. Clear communication on services and products, outcomes or experience to be gained, and timeframes – Great service is the ability to deliver on what was promised in the financial and timeframe stated.
Solution ~ Ensure your Employees are really clear on what services and products your business provides and what the benefits and experiences with your products and services will bring and with guidance on the timing or availability. Communication also includes communicating change. If any customer interacting element of your business changes, have in place a communication plan to update customers with complete information and in a timely manner.
3. Well executed services and products that focus on the details – Customers who enjoy high quality will seek businesses who market and deliver high quality services. High quality services and products commonly include elements such as reliability, durability, accuracy, effectiveness, precision, timeliness, attention to details, and unique craftsmanship.
Solution ~ Take time to understand how your services and products are formulated, delivered, and how you manage the ongoing serviceability or enquiries from customers. Once you understand your product or service pathway and how each segment is performing you will be able to assess and determine the areas for improvement in terms of high quality to be able to execute well.
4. Integrated systems – With aspirations to grow and service more customers, your business will need to be nimble, agile, and yet deliver a high quality and well executed product or service to create a true service or product of value.
Solution ~ Understand how your existing systems are designed. Can they scale with your business as it grows and can they be integrated with other primary systems to improve data flow, data integrity, centralise, collaboration and communication. Remember – the more systems people need to use, the more movement between systems, the higher the duplication of effort, human error, that can reduce efficiency, customer service and quality outcomes.
5. Real time data, trends, and analysis – Creating value relies on real on time information. Predicting trends, responding to changes in the market or industry, and monitoring customers responses to services or products changes. To create future value is impossible to generate if you are waiting for data a month later.
Solution ~ Systems that enable accurate real time data that can be viewed, extracted by your business and in a format that you can understand at any time is essential. Gone are the days when you needed a Report Writer in your business to compile a daily or monthly report! Internal data doesn’t need to look pretty, it just needs to be accurate and available.
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Disclaimer - This information is designed to be general business and employment information. You should seek professional advice that is based on your business circumstances prior to its use. Purchasing and/or utilising any of our templates, tools, agreements, documents does not constitute professional advice including legal advice.