Category: Customer Service / Satisfaction

Customer satisfaction should be a non-negotiable objective. Every business or organization has a customer. Without the customer transaction there is no value created. And, the quality of the value exchange is what creates revenue and ultimately leads to a profit/surplus. And, for value to be created, the need of one individual or group must be met with a product or service developed by another individual or group that addresses that need. Consistently meeting your customers’ needs is a prerequisite for business success. The higher the perceived value, the more your customers will be willing to buy and pay for what you have to offer.

Leadership Thought #470 – Leave The Excuses For Non-Performance to Others

We have become an excuse-making culture. I have been a bit frustrated lately with the quality of service provided by various contractors and service providers. It seems as if there is a minimal connection between what people promise and what they do. Excuses abound as work doesn’t get done and/or quality issues emerge. There is […]

Leadership Thought #442 – A Few Basic Truths About Business

Here are a few basic truths abut business to help ensure your success: It all starts with simple math. The formula is pretty straightforward: Revenue – Expenses = Profit. You need to sell enough of something and price it properly so that it exceeds your costs of doing business. Knowingly taking work at a loss […]

Leadership Thought #422 – Are Your Customers Happy?

There is no better business strategy than creating delighted customers. I am just back from a conference in Mexico held at the Fiesta Americana in Cabo San Lucas, Mexico. It was a very enjoyable experience. It has been a while since I felt this valued as a customer. Every employee of the resort I interacted […]

Leadership Thought #204 – Your Business GPA

…the ultimate goal of any business should be to have high quality employees who are focused on providing value-added services to a loyal and growing client base in an efficient and profitable manner.

Leadership Thought #198 – Are You Doing Business With The Right Clients?

Targeting the right prospects requires thought and effort. Every business needs to know when to say no. It’s easy to say yes (or at least we think it is). Bad or mediocre clients lead to bad or medicore outcomes – it is that simple. The math doesn’t get better on its own. You need to have the expectation of a reasonable return on investment and manage to certain margin thresholds. There should also be some sense of operational synergy and a belief that you can deliver what’s expected within the expected time frame.

Daily Leadership Thought #159 – Business Management Improvement Ideas

I often get asked for a checklist of management improvement ideas. While the following list isn’t exhaustive, I believe it is a good start for anyone who would like to audit their existing business situation:

The Frustrating Business of Healthcare From A Patient’s Perspective

At what point did healthcare become about the less about what’s best for the patient and more about the business of delivering care and maximizing revenues? It’s easy to blame the insurance companies (and they certainly deserve their share of criticism), but the profit motive is certainly alive and well with healthcare delivery professionals. Patients are overbooked and herded through waiting rooms. We get very little time with the actual doctor/dentist and it often feels like they are seeking the shortest/easiest route to a diagnosis.