An Article From “Helping You Build A Better Business” Series
Article # 6
Step 5: Customer Delivery Systems!
Question
As we discussed in previous articles on Building a Better Business, step one begins with a picture of what you want. It develops into a written plan of action and a shift in the way you work “on” vs. “in” your business. Step two is to always make a profit. The only way to make a profit is to know your numbers and make them a top priority in your. Step three is to standardise your financial controls and systems. Step four is track time and productivity. Step five is to ensure the experience your customers receive, and expect to receive, is systemised so that their experience is predictable – both from their point of view and your point of view.
So how am I doing?
Customer Delivery System Test
Answer Yes/ No to the following:
- I have documented flow charts/procedures to ensure every customer experience is the same.
- We have a script in place for greeting customers & answering the phone.
- We regularly survey our customers to determine how we can serve them better.
- We analyse our mistakes and take active steps to ensure error can’t occur again by upgrading our systems.
- We have defined “Customer Service Levels”. All team members are aware of and are monitored against these.
- We consistently brainstorm as a team ways to exceed our customer expectations.
- I have a Customer Retention Plan is in place.
- Clients & prospects on our database are contacted at least once every 90 days with info and offers.
- I have a systemised referral strategy in place. I follow my strategy.
- There are written strategies and procedures in place to move customers up the ladder of loyalty.
- I have a standardised testimonial system in place. I follow my system.
Do you have a ‘loyal’ customer strategy?
A great customer delivery system will consistently deliver profitable work via loyal customers who use your company exclusively. An effective loyal customer strategy will increase profitable sales, create profitable customers, earn business at your price, and convert repeat customers to loyal. Is your loyal customer strategy working? Do you turn down more profitable work than you can handle? Are you making more money than your competitors? Is your flow of work steady and predictable? Are you in control of your sales volume?
