Just because nothing's clearly wrong with the way your company works does not mean everything's going right.
The need for change can creep up on you.
And all too often, a crisis is the first way people realize something has gone too far.
It doesn't have to be that way.
The need for improvements In your products and services, or the way you get work done in your company can be apparent much faster if you pay attention to subtle signs.
Like the subtle indications of changes in the weather, subtle signals can be leading indicators that something is slipping, sliding, declining...and the loss of customers can't be far away.
"Why change it if it isn't broken?" is a common line of thought.
Well, the reason to change something that doesn't appear to be broken is that it may be heading that way.
If you have a lot riding on one part of your business, or one group of customers you serve very well, protect that valuable asset.
The gulf oil disaster is a dramatic example of the need to pay attention to the basic controls of the business, as well as subtle signs that something might have been going wrong.
It's very possible the oil spill could have been prevented if the right indicators had been well-monitored, the warnings heeded and acted upon by people who had the responsibility and authority to solve problems when they were far smaller.
The tough thing is that if you're watching the subtle signs, when you see indications that problems may be taking shape, no one really wants to be the person to say, "I think a bad situation might be happening."
People don't really want to be doomsdayers and naysayers (well, most don't).
However, instead of moving away from troubling trends, build the instinct to move closer in. Look more deeply into what might be happening.
Changes in customer satisfaction, for example, are one indicator of changes that may be underway.
Many companies view complaining customers as a problem they wish would go away. But complaining customers can be a rich source of information, if you gather and use the information they provide in a substantial way.
Consider this: customers who complain still care enough to try to help you become better.
The ones who weren't satisfied but aren't complaining have no plans to continue to do business with you. They've probably already taken their business your competitors or are planning to soon.
Learn to monitor and use both obvious and subtle signs of changes in customer satisfaction, among other indicators of problems that may be taking shape.
It can make a big difference in your being able to catch and then prevent significant problems for your business and everyone affected by it.
And now I invite you to get your copy of the free report, "Leading Teams Successfully Through Uncertain Times" when you visit http://www.jgrichardsresults.com from Jan Richards, J.G. Richards Consulting - Turning Business Goals Into Great Results.
Posts
0 comments
Post a Comment