customer service

Without great customer service, you have no customers… so treat them like royalty

To master the delivery of your business, you must have control over the supply, quality and ease of purchase of your product or service. But most of all, Delivery Mastery refers to customer service. Strangely, many business owners don’t realise their level of dependency on their customers. I am here to tell you that no matter what you sell, no matter what your business does…

…you are in the customer service industry.

This means that you must pay extra attention to the little things that may not mean so much to you, but mean a lot to your customers. When your customer service is outstanding, you can be sure your customers will tell some of their friends. When your customer service is bad, you can be sure they’ll tell even more of their friends!

As Dr Paddi Lund calls them, the ‘Critical Non-Essentials’ in your business must be systemised and executed well in order to deliver an incredible experience about which customers will rave! Although the ‘little things’ in your business, such as a new coffee machine or a nice fragrance at the entrance for your customers, don’t mean much to you, they are of critical importance to your overall success. Once you discover this, you will understand that being good at your job does not automatically mean customers will beat a path to your door. Your customers judge the quality of your work differently than you do, and base their opinions on many things.  Your specific service or product is just one of those.

A good example of this is a dentistry clinic. Many business owners, including Dr Lund at a point in time, choose technical perfection over the comfort or happiness of their patients. They believe that this is how they will gain raving fans. But let me ask you this question; if you are sitting in a dentist chair, and notice cobwebs on the ceiling, cigarette buds in the waiting room ash trays, and un-dusted furniture, how confident would you be that the utensils, that are currently being used in your mouth, are clean? Not very confident at all I would assume.

Dr Lund understood that customers judge your expertise in areas they do not understand by your excellence in areas which they do, so he put more effort into making his waiting room an experience that would wow his customers and gain their trust. It wasn’t long afterwards that Dr Lung overheard two of his patients raving about how much they love coming to his clinic due to the clean waiting room, the new books that replaced the old magazines, and the beautiful china offered when enjoying a cup of tea. Cleaning and polishing confirm technical competence.

Great customer service is the root from which profitability grows. This is because it is through word of mouth (far more than advertising) that new customers find you. It doesn’t just happen by accident. In the long run it’s the product of team building and training. Early on in business, it’s about making products and services easy to purchase and delivering what you say you will. It’s about simply being polite, friendly and helpful. Give your customers a reason to say “WOW!”.

Do you want to give your customers exactly what they want to keep coming back? Click here to book a FREE 1-on-1 business coaching session and turn your customers into raging fans today!

Keep your eye out for my next blog on Time Mastery. Here, I will give you a few good tips on how to claw back some more time from your schedule. Till then, here is a thought to keep in mind…

…“Your customers don’t care about how much you know, until they know how much you care.”

cash flow

Take your cash flow on a date and get to know it a bit better

Now that you have set your goals and are planning out your days, weeks, months and years to achieve those goals, it is time you become a master of your money. Money mastery is not necessarily about making a lot of money. It’s about knowing where your cash flow comes from and where it’s going.

In the end, your financials will tell the story of your business, just like reading a novel…. what sort of novel would yours be?  A drama?  A comedy?  A horror???

To discover your level of Money Mastery, consider these questions:

  1. Do you have a monthly profit and loss statement that you review? Is it understandable?
  2. Do you have a weekly cash flow forecast that looks at least 3 months ahead?
  3. Is your balance sheet up to date?
  4. Do you know what your breakeven point is each month, week or day?
  5. Is your cash gap under control?
  6. Do you issue invoices quickly? And follow them up quickly?

If you answered anything other than yes to any one of those questions, then you don’t know your money well enough. It is easy to form bad money habits early on in business, when there isn’t much money to deal with. Business owners often learn that managing cash flow and income only gets harder as the business grows…and, unfortunately, they often learn it the hard way – when they have a money disaster! But larger cash flow is not the cause of your money problems. It is purely due to the way you approach your finances.

Many business owners are mistakenly under the belief that more money means more headaches, but they’re the business owners who haven’t set the right foundations in place or mastered their money activity early on. But it’s simple!

It personally takes me a total of 10 minutes per Monday morning to update my weekly cash flow forecast. This means that I only invest 10 minutes per week to update and understand what my cash flow in the business will look like for the next 3 months, allowing me to identify possible issues and to make the most of my cash balances too! Do you have a spare 10 minutes to spend a week?

According to American Psychological Association, more than 70% of Americans consider themselves financially stressed.

Join the minority and become a Master of your Money by booking a FREE 1-on-1 consultation with one of our very own Business Coaches who have helped several businesses gain complete control of the money flowing in and out of their business.

My next blog will be posted in 2 weeks, and will teach you the secrets to how to get raving fans, but till then, here is a thought to take with you…

…“If you expect your money to take care of you, you must take care of your money.”