The first stage of growing any business is making sure you deliver profitably, productively and with enough info to make the right decision. And delivering that service is exactly the core of today’s episode.

12 STEPS TO GREAT DELIVERY

  1. Consistency is your primary focus
  2. Deliver what the customers WANT
  3. Deliver what customers NEED
  4. Define customer standards
  5. Strive for excellence – plus one percent!
  6. Consistently deliver in a way that exceed customers expectations
  7. Regularly survey customers
  8. Analyze your mistakes and take active steps to remedy them
  9. Establish standards (dress code, team communication)
  10. Create scripts and processes in greeting customers
  11. Answer the phone correctly, professionally, appropriately and consistently
  12. Document with flow charts and procedures to make every customer experience the same

CLIENT TESTIMONIAL

Kristy Tillman, SECA Glass

My name is Kristy and I’m from SECA Glass. We provide high quality glass glazing and aluminum services to help improve the safety of our community and make local properties look and perform at their best.

Four years ago, we’re sort of struggling like most small businesses do. Some years going backwards, it was actually pretty amazing. We started seeing results pretty quickly.

At our first quarter, financial things started to turn around. And then every financial year subsequently, we’ve experience growth on top of growth. The first twelve months with John, we saw a 40% increase in sales and that actually equated to 120% increase in profit. So that’s actually pretty amazing.

And then each year after that, we’ve improved on those areas as well. I guess  my main concern especially at that time when cash flow was pretty tight, was obviously the cost. So that was sort of the big sticking point at that point in time, and considered an honest essential expense so it was hard to take that leap of faith.

Now my way of thinking is “Can  I afford it?” I think the real question is “Can I afford not to?”

THANKS FOR LISTENING!

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TRANSCRIPT: PODCAST EPISODE 15

Title: Do You Deliver Consistently To Your Customers?

Date Published: September 16, 2015

Running Time: 05:55 minutes

Hi, this is John Millar. I’m the naked business coach stripping the business back to bare basics for you. Today I’m gonna be talking about one really important thing called “delivery”.

Now, I want to break that down into 12 simple steps. But the first stage of actually  growing any business is actually making sure that you deliver profitably, productively, and with enough information so that you’ve made the right decisions. And being able to deliver that service is exactly the core of today’s podcast.

So Number 1 : Consistency is your primary Customer’s Focus. Yes or No to all these questions. If it’s a No, what is it that you’re going to work on?

Number2 : We deliver what our customers want. Remember, it’s irrelevant what you think that they want, is what they want.

Number 3. Deliver what our customer’s needs. Now a customer’s needs and a customer wants can often be at polar ends of the extremes. But you need to be able to address both of those.

Number 4 : Have you actually defined your customer service standards? And by defined I mean is it in a clearly documented book or DVD, or another way of delivering it so that everybody gets consistent information in the same way. Now, here’s an interesting one for you.

Number 5 : Do you Strive for excellence – plus one percent? So in other words, being good is it good enough? No.  It’s gotta be excellent and beyond excellent. That’s what we’re talking about plus one percent.

Number 6 : Do you Consistently deliver in a way that exceed your customers expectations? There’s no use running hot and cold. If you going to deliver a great service, make sure that you exceed your customers expectations every single time. Otherwise, today’s extraordinary becomes tomorrow ordinary. And then when you fail to become that extraordinary, it actually undersells the quality of what you put together.

Number 7 : So do you regularly survey your customers to determine how you can better serve them? Who better tell you what they want and what they need than your customers – what their expectations are?

Do you analyse your mistakes and then take active steps to remedy them? Now, we always talk about “No, we don’t do same thing twice” but do you really analyse it why do that mistake occur, how can we stop it from happening, and what do we need to do to prevent it from happening ever  again.

Number 9: So, do you have things like, a standard for your dress code? Or the way how you communicate with each other in as a team?

Number  10: Do you have any scripts or processes in posting the way you actually greet your customers?

Number 11 : And do you answer the phone correctly?  Professionally? Appropriately? And consistently?

Number 12 : And last but not the least have you actually documented with flowcharts and procedures to make sure that every single customer experience is the same.

If you can take 12 all of those points, and take yes against them, then your ability to deliver exeptional customer service is already happening. If any of those areas are not areas that you can honestly look yourself in the mirror, and say yes we do them every single time, then you need to work on the next 90 days in ways to actually improve that.

This has been John Millar the naked business coach giving you a byte size piece on what you can do to improve your business thru better delivery of your products and services. Until we catch up. Be healthy be happy and be profitable.

John Millar, certified business advisor, consultant, professional speaker & elite business trainer, has helped countless business owners achieve long-term success.

One of John’s clients of Kristy Tillman of SECA Glass. With John’s coaching, Kristy had 40% gowth and 120% increase in profit on average every year for the last four years. Here’s what Kristy has to say about John:

My name is Kristy and I’m from SECA Glass. We provide high quality glass glazing and aluminum services to help improve the safety of our community and make local properties look and perform at their best.

Four years ago, we’re sort of struggling like most small businesses do. Some years going backwards, it was actually pretty amazing. We started seeing results pretty quickly.

At our first quarter, financial things started to turn around. And then every financial year subsequently, we’ve experience growth on top of growth. The first twelve months with John, we saw a 40% increase in sales and that actually equated to 120% increase in profit. So that’s actually pretty amazing.

And then each year after that, we’ve improved on those areas as well. I guess  my main concern especially at that time when cash flow was pretty tight, was obviously the cost. So that was sort of the big sticking point at that point in time, and considered an honest essential expense so it was hard to take that leap of faith.

Now my way of thinking is “Can  I afford it?” I think the real question is “Can I afford not to?”

To find out more about John and what he can do for you and your business, go to www.ceo-ondemand.com.au or www.moreprofitlesstime.com

John Millar

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