Customers don’t care about your problems.
Customers turn to your business for a particular result and outcome. They don’t care about your processes and procedures. They don’t care what you had to do to deliver the end result. I find that too often businesses of all sizes forget or lose sight of the fact that customers don’t want to understand what’s going on in your business.
In the world of public speaking, we talk about delivering a transformation, a big change. How do we help our audience members get from where they are to where they need to be? Those are our customers. I’m helping them achieve their dreams. We need to keep the focus there. Customers want to know their needs are met, regardless of what it took on our part. Customers don’t care about all the forms we’ve filled out, all the internal processes we’ve set up. It’s very bottom line.
All too often I’ve seen companies get caught up in their processes and procedures. Yes, we love processes and procedures. They certainly can be a great way to control your business and make sure you deliver tremendous value to your customers at controlled cost. What happens all too often is that companies allow the processes and procedures to control the business. That shouldn’t be the case. The focus should be on the customer. Things should be done in a customer-friendly way, but there needs to be processes and procedures on the backend to make sure the business works properly and efficiently.
If you hear yourself telling your customer, “That’s not our process. That’s not our procedure. That’s not how we do things,” know that you are losing. What are you doing to be customer centric? How are you making sure that your problems and business systems aren’t becoming your customers’ problems?
Tell us in a comment below and let us know your thoughts and experiences.
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This posting is intended to be a tool to familiarize readers with some of the issues discussed herein. This is not meant to be a comprehensive discussion and additional details should be discussed with your attorneys, accountants, consultants, bankers and other business planners who can provide advice for your circumstances. Each case is unique. Past results do not guarantee future outcomes. This article should not be treated as legal advice to any person or entity. Freeimages.com/photographer arthurbur .
About the Author
R. Shawn McBride is the Chief Innovation Officer at McBride For Business, LLC. His signature keynote, The 3 Laws of Empowerment, gives audiences an entertaining look at how they can prepare, plan and protect themselves. You can email R. Shawn McBride or (214) 418-0258.
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