Too often, when we say we are "taking care of business", we think about the paperwork, the accounting, the inventory, etc... the trivial things that are important to get done in order for our business to run smoothly and efficiently. While necessary, they are not the most important. We need to change our thinking about what "taking care of business" means. We need to make sales in order to have a profitable business, and we know without our customers or consultants, we don't have a business. They are our lifeblood, they are what keeps us moving forward, and meeting their needs should be our primary mission. Without consultants or customers, there are no sales. Without sales, there is no revenue... without revenue, there is no business and we might as well go back and get a j.o.b. It is crucial that we take care of our customers and consultants. CRM (customer-relationship management) is a buzz-word in "big business". Many large corporations have implemented systems and technology to supposedly create customer care. Some have been successful, many have not. Most of these systems simply give the illusion of customer care, but have failed miserably in actually providing it. How many times have you been through the "round robin" of "press 1 for this" and "press 2 for that", only to spend an hour or more and never actually speak to a live person or get your problem solved? You hang up in the phone in frustration and vow never to spend money with XYZ Company again. This approach to customer care continues to baffle me as to why large companies believe this is effective. How can they possibly think that customer relationships can be created and nurtured by a recording? Are those who make these decisions that far removed up the "corporate ladder" they can't see this isn't customer care at all and having the opposite effect? Each and every one of our customers and consultants should be made to feel like they are our most important one. If we don't take care of them, someone or some other company will. Small and home businesses have an incredible opportunity to take back customer care and relationships the way it is supposed to be. We are in an incredible position to "take care of business". Technology is wonderful. Without technology, there would be no internet and many of us would not be in business. However, there is no technology on this earth that can replace human connections. Technology will never replace our customers knowing that there is someone who truly cares about their needs. So, how about you? Are you taking care of business? |
