Small Business Revitalization Blog
Small Business Coaching: Revive Your Profits, Revitalise Your Perspectives, Reinvigorate Your People
Is Your Service ‘Entry Level’ or Extraordinary?
Lisa Murray - Thursday, August 27, 2009
Has it ever occurred to you that what you think is great service is actually only the ‘entry level’ activities which allow your clients to put you on the list of possible suppliers? If not, you may be in for a rude shock!
Recently I listened to a senior manager from a large transport company talk about the new improvements to their tracking technology and delivery service. The transport company thought they had delivered an exciting groundbreaking service.
My business coaching client who uses this company was scratching his head wondering what was so special – these were things he’d been requesting for years! All they’d done was fix the bugs in their systems and provide service basics that should have already been available!
Sadly this amazing new service was at best the ‘point of entry’ from my client’s perspective – so instead of being ecstatic about this news, my client took it as ‘done, thanks, what’s next…’.
Imagine if this transport company had taken a little time to talk to their clients and include some ‘extras’ which would offer their clients genuine and extraordinary value based on their knowledge of the transport industry and their clients businesses.
What if they invited the top 10 fastest growing clients (yes there are plenty out there even in the GFC!) and took them away for a business building weekend… Any business owner who has double digit growth in this market would jump at the chance to meet others with similar experiences… who knows what business opportunities could arise from such an event! Most importantly, the transport company would be positioned as the really smart operators who created further growth in their clients business…
Think about this for one second. If these businesses grow even faster, the transport company grows too - each of these businesses rely on transport for customer deliveries… it is a total win-win! Why wouldn’t you do it?
What extraordinary experiences and ideas can you offer your clients for mutual benefit? Take 10 minutes to think of 5 'A List' clients and 5 phenomenal ways to add value to both of your businesses. Then action at least one and measure your results! My business coaching tip for this post? You may want to work ON your business more often!!!
Got something provocative, creative or innovative to say? Post your comment!
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