Ice-cream cone and the client

Common questions around the service industry:

Why are we not getting enough repeat business? Why aren’t the customer‘s satisfaction ratio improving? Why isn’t my diversified product category not getting enough mileage? How are my competitions growing their sales; in-spite of less resource, manpower and technology? How? Why?

Well, the answers might be a whole lot to review upon; however, the fundamentals remain the same. The experience clients walk out with, their perception about what you spoke and what they see, their instincts on our value proposition, our deep seated subconscious thoughts – communicating to their subconscious mind //[refer to the book how customers think for more details]\\ these cannot be altered, masked, or manipulated; they are our vibrations we produce through our thoughts-unconsciously based on our company’s vision, mission and values.

I saw a girl on the street cherishing her ice-cream cone and the article from lead like Jesus – moved me to pen this down.

Here’s how you connect it with business: 1. Cone & the ice cream[Represents the service company] 2. The girl in the picture is the client.

Experience : Clients are not blind – They don’t just see, they see through more than what you show!

The cone!

Values each one in the designated position displays

The values your organization spoke about will be tasted by the client… If you’ve not kept up your word, or if they see the “cone” has a problem communicating and delivering your value proposition. They surely will not return nor will they entertained any new diversified product lines your company might come up in the future. Get your fundamentals right!

They will scan through your value system in no time. Check if your values are really being practiced by all employees at all levels.

A focus on making money pushes a company towards making money through “bad profits” i.e. profits that come from acting in unscrupulous ways. As Fred Reichheld writes in The Ultimate Question (2006):
”Whenever a customer feels misled, mistreated, ignored or coerced, then profits from that customer are bad. Bad profits come from unfair or misleading pricing. Bad profits arise when companies save money by delivering a lousy customer experience. Bad profits are about extracting value from customers, not creating value. When sales reps push overpriced or inappropriate products onto trusting customers, the reps are generating bad profits. When complex pricing schemes dupe customers into paying more than necessary to meet their needs, those pricing schemes are contributing to bad profits.”

Article from Lead like Jesus…

The foundations of a strong organization are
	Developing a clear and compelling Purpose Identifying the organization’s Mission to achieve the Purpose Agreeing on a set of Values by which to carry out the Mission Adopting a Servant Leader attitude throughout the organization

Link for further reading… http://www.patelairtemp.com/vision_mission.htm.

Happy learning…

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