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Digg it UP - Providing Total Quality Is Vital To Your Business Success
For many entrepreneurs the creation of a business plan is the biggest hurdle in the development process of their fledgling enterprise. There is a mystery, almost a dread in many people when discussion of a business plan requirement is first broached. They conceptualize a boring, dry, painful experience and many would like to avoid this step if at all possible.What is a Business Plan?A business plan is a document that qualifies, quantifies and narrates a commercial opportunity. It is that simple to state, more difficult to execute, but anyone can customize a business plan that gets results. The plan must have an exciting Executive Summary. Like the opening scenes of a movie, or the first chapter of a book, the writer must set a hook.Typically, active investors, angels, venture capital groups and investment bankers are de
10. Always go the extra mile for your customers. This is plain and simple: do more than you are paid to do. Start believing in the Law of Sowing and Reaping that says what you give to others and the way you treat people will eventually come back to you. Always do a spectacular job and a little bit more. It will pay dividends in the long run.
11. Always offer a complete guarantee. People today are afraid of making a mistake so when you take the fear out of the transaction it makes it much easier for them to buy from you. Offering a “guarantee plus” is a powerful way to ease a prospect’s buying anxiety. For example, you could say; if the customer is not 100% satisfied they will get their money back in full and receive something else for free because of having to go through the inconvenience.
12. The cheapest advertising is a satisfied customer. How many referrals do you receive from existing customers? The number of referrals you receive is an import
If you are in management it behooves you to learn about finite capacity scheduling models and how you can increase your output in your production cycles. Efficiency is indeed the name of the game when it comes to output and low costs. I therefore recommend the book; Finite Capacity Scheduling : Management, Selection, and Implementation (Oliver Wight Manufacturing) by Gerhard Plenert.I believe that this book should be required reading for all MBA Students and taught as part of the course curriculum at the top business schools. Do I believe you should also read the book on Finite Capacity Scheduling, absolutely if you are serious about th
If you ask any business owner the single most important factor to success they will tell you that it is providing total quality. Unfortunately, most businesses talk about this critical element to business success but so very few actually deliver it.
Providing total quality in all your products and services requires that you and all your employees have a special mindset because it involves every aspect of your business. Every person in your business must understand and practice this special mindset. This is especially important if your business relies on vendors. For example if you if you are an affiliate of other Web sites and need to make sure that their products and services are of the highest quality because it reflects back on you.
Here are twelve important rules that you must follow to ensure that your business is providing total quality.
1. Price alone is not enough to keep a customer’s business. Your lower price may tempt or even motivate some prospects to start using your product, but without quality and service, you’ll quickly lose customers. No matter how fair and competitive the price, your business will suffer unless you deliver an excellent product and provide first-rate, reliable service.
2. You must continue to render excellent service at all times. Many businesses are very attentive to their customer’s needs on the first one or two orders, the “honeymoon” period. However, when the honeymoon is over, the service and attentiveness begins to slip. Studies show that most consumers will give one warning when they receive poor service but if it happens a second time they take their business elsewhere.
3. Always have a high level of integrity. Nothing is more important in a business relationship than honesty and integrity. There are no second chances if a customer feels that your business is being dishonest with them in any way. We’re all human and mistakes are made. Most people can forgive a mistake or an occasional oversight in performance, but they insist on being told the truth. Once a customer looses faith in your honesty and integrity, you’ve lost their business.
4. Live up to every promise. When you make a promise to your customers and keep it, you look good but when you fail to honor your commitment, you create problems for your business which customers are not willing to tolerate. It all comes down to being honest. There will be times when you will be unable to deliver on the date promised. When these things happen you need to let the customer know in advance of the scheduled delivery date that there is a problem, what the problem is, and when the product will be delivered.
5. Never offer excuses to your customers. When a customer orders a product or service from your business that’s not delivered as promised, they’re not interested in your problems with suppliers or employees. They want to know what your solution is to get their product delivered within the time frame you promised.
6. Never tell the customer his or her order is delayed because you’re too busy with a “bigger” order. You customer only cares about his or her own order. It is insulting to tell your customer that his or her job is being pushed aside to handle a larger order. You must always deliver as promised and make every customer feel important.
7. Value excellence in all areas of your business, even those that are unrelated to your primary product or service. If you’re sloppy or negligent in one aspect of your business, you customers begin to think that you’re sloppy in other areas as well. For example, if you send a conformation letter or email out that has typos in it, your customer is going to wonder about the quality of the product or service he or she has just purchased. If you can’t invest the time proofreading your correspondence, why should your customer believe that you’ll effectively service his or her account.
8. Return all phone calls and answer all emails as soon as possible. Whey you don’t return a phone call or answer an email from a customer, you’re telling him or her that you aren’t interested in their business. If you’re busy and can’t return a phone call or answer an email right away, have someone else in your office call or write to let the customer know when he or she can expect a call or correspondence from you. Customers will appreciate your diligent efforts to help another customer, if someone takes the time to explain it. What a customer won’t tolerate is being ignored.
9. Learn as much as you can about your customer’s business. Customers will respect you for taking the time to learn more about the business or field they’re in. Understanding what your customer needs will put you in a better position to meet his or her requirements and it will enable you to sell more of your products and services.
10. Always go the extra mile for your customers. This is plain and simple: do more than you are paid to do. Start believing in the Law of Sowing and Reaping that says what you give to others and the way you treat people will eventually come back to you. Always do a spectacular job and a little bit more. It will pay dividends in the long run.
11. Always offer a complete guarantee. People today are afraid of making a mistake so when you take the fear out of the transaction it makes it much easier for them to buy from you. Offering a “guarantee plus” is a powerful way to ease a prospect’s buying anxiety. For example, you could say; if the customer is not 100% satisfied they will get their money back in full and receive something else for free because of having to go through the inconvenience.
12. The cheapest advertising is a satisfied customer. How many referrals do you receive from existing customers? The number of referrals you receive is an importa
It is well known that Thomas Edison was an inventor, a genius, and he never slept. Did you know that Mrs. Edison was a genius and never slept too? She was the marketing guru behind his engineering success. True, Tom had discovered what is today known as the light bulb. When he showed it to the Mrs. Mina Edison, his second wife, she asked “what are you going to call it?”Tom said. “I call it an affordable electrical home-lighting device.”“Great,” she responded, “with a name like that it will sit on the shelf at the patent office. We will just add it to the other money-losing patents you have conceived.”“How will people know what it does? She asked sarcastically, “From its name? You need a short catchy description that customers (yes, even in the 1880s they were already called customers) will immediately identify with.”. Your lower price may tempt or even motivate some prospects to start using your product, but without quality and service, you’ll quickly lose customers. No matter how fair and competitive the price, your business will suffer unless you deliver an excellent product and provide first-rate, reliable service.
2. You must continue to render excellent service at all times. Many businesses are very attentive to their customer’s needs on the first one or two orders, the “honeymoon” period. However, when the honeymoon is over, the service and attentiveness begins to slip. Studies show that most consumers will give one warning when they receive poor service but if it happens a second time they take their business elsewhere.
3. Always have a high level of integrity. Nothing is more important in a business relationship than honesty and integrity. There are no second chances if a customer feels that your business is being dishonest with them in any way. We’re all human and mistakes are made. Most people can forgive a mistake or an occasional oversight in performance, but they insist on being told the truth. Once a customer looses faith in your honesty and integrity, you’ve lost their business.
4. Live up to every promise. When you make a promise to your customers and keep it, you look good but when you fail to honor your commitment, you create problems for your business which customers are not willing to tolerate. It all comes down to being honest. There will be times when you will be unable to deliver on the date promised. When these things happen you need to let the customer know in advance of the scheduled delivery date that there is a problem, what the problem is, and when the product will be delivered.
5. Never offer excuses to your customers. When a customer orders a product or service from your business that’s not delivered as promised, they’re not interested in your problems with suppliers or employees. They want to know what your solution is to get their product delivered within the time frame you promised.
6. Never tell the customer his or her order is delayed because you’re too busy with a “bigger” order. You customer only cares about his or her own order. It is insulting to tell your customer that his or her job is being pushed aside to handle a larger order. You must always deliver as promised and make every customer feel important.
7. Value excellence in all areas of your business, even those that are unrelated to your primary product or service. If you’re sloppy or negligent in one aspect of your business, you customers begin to think that you’re sloppy in other areas as well. For example, if you send a conformation letter or email out that has typos in it, your customer is going to wonder about the quality of the product or service he or she has just purchased. If you can’t invest the time proofreading your correspondence, why should your customer believe that you’ll effectively service his or her account.
8. Return all phone calls and answer all emails as soon as possible. Whey you don’t return a phone call or answer an email from a customer, you’re telling him or her that you aren’t interested in their business. If you’re busy and can’t return a phone call or answer an email right away, have someone else in your office call or write to let the customer know when he or she can expect a call or correspondence from you. Customers will appreciate your diligent efforts to help another customer, if someone takes the time to explain it. What a customer won’t tolerate is being ignored.
9. Learn as much as you can about your customer’s business. Customers will respect you for taking the time to learn more about the business or field they’re in. Understanding what your customer needs will put you in a better position to meet his or her requirements and it will enable you to sell more of your products and services.
10. Always go the extra mile for your customers. This is plain and simple: do more than you are paid to do. Start believing in the Law of Sowing and Reaping that says what you give to others and the way you treat people will eventually come back to you. Always do a spectacular job and a little bit more. It will pay dividends in the long run.
11. Always offer a complete guarantee. People today are afraid of making a mistake so when you take the fear out of the transaction it makes it much easier for them to buy from you. Offering a “guarantee plus” is a powerful way to ease a prospect’s buying anxiety. For example, you could say; if the customer is not 100% satisfied they will get their money back in full and receive something else for free because of having to go through the inconvenience.
12. The cheapest advertising is a satisfied customer. How many referrals do you receive from existing customers? The number of referrals you receive is an import
When your public relations results pretty much depend on whether your news item gets used in a newspaper column or on a radio talk show, you may be ready for a fresh approach.Why not shoot for a 1-2 PR punch?First, focus sharply on those external audiences who play a major role in just how successful a business, non-profit or association manager you will be.And second, use the proactive public relations blueprint outlined below to help you persuade those important outside stakeholders to your way of thinking. Then move them to take actions that lead to the success of your department, division or subsidiary.You need a simple plan -- the fundamental premise of PR, as it turns out -- that gets everyone working towards the same external audience behaviors, and puts your public relations effort back on track.He
5. Never offer excuses to your customers. When a customer orders a product or service from your business that’s not delivered as promised, they’re not interested in your problems with suppliers or employees. They want to know what your solution is to get their product delivered within the time frame you promised.
6. Never tell the customer his or her order is delayed because you’re too busy with a “bigger” order. You customer only cares about his or her own order. It is insulting to tell your customer that his or her job is being pushed aside to handle a larger order. You must always deliver as promised and make every customer feel important.
7. Value excellence in all areas of your business, even those that are unrelated to your primary product or service. If you’re sloppy or negligent in one aspect of your business, you customers begin to think that you’re sloppy in other areas as well. For example, if you send a conformation letter or email out that has typos in it, your customer is going to wonder about the quality of the product or service he or she has just purchased. If you can’t invest the time proofreading your correspondence, why should your customer believe that you’ll effectively service his or her account.
8. Return all phone calls and answer all emails as soon as possible. Whey you don’t return a phone call or answer an email from a customer, you’re telling him or her that you aren’t interested in their business. If you’re busy and can’t return a phone call or answer an email right away, have someone else in your office call or write to let the customer know when he or she can expect a call or correspondence from you. Customers will appreciate your diligent efforts to help another customer, if someone takes the time to explain it. What a customer won’t tolerate is being ignored.
9. Learn as much as you can about your customer’s business. Customers will respect you for taking the time to learn more about the business or field they’re in. Understanding what your customer needs will put you in a better position to meet his or her requirements and it will enable you to sell more of your products and services.
10. Always go the extra mile for your customers. This is plain and simple: do more than you are paid to do. Start believing in the Law of Sowing and Reaping that says what you give to others and the way you treat people will eventually come back to you. Always do a spectacular job and a little bit more. It will pay dividends in the long run.
11. Always offer a complete guarantee. People today are afraid of making a mistake so when you take the fear out of the transaction it makes it much easier for them to buy from you. Offering a “guarantee plus” is a powerful way to ease a prospect’s buying anxiety. For example, you could say; if the customer is not 100% satisfied they will get their money back in full and receive something else for free because of having to go through the inconvenience.
12. The cheapest advertising is a satisfied customer. How many referrals do you receive from existing customers? The number of referrals you receive is an import
When it comes to making more money and doing so more easily you may be making a big mistake. In fact, this mistake is so common you may never have noticed it has been costing you money and stressing you out.The common mistake so many of us make is to over focus on the money when we want more of it! The problem with obsessing over the financials is that we then lose touch with the magic of making money.Interestingly, money magic happens when we focus on creating value for others. We make more money with greater ease when we put love into what we do, when we solve problems for people and when we pay attention to what we are doing in the here and now.However it is very difficult to be present for others when we view them as potential dollars. That over focus on the cash gets in the way.The money magic secret is to h
8. Return all phone calls and answer all emails as soon as possible. Whey you don’t return a phone call or answer an email from a customer, you’re telling him or her that you aren’t interested in their business. If you’re busy and can’t return a phone call or answer an email right away, have someone else in your office call or write to let the customer know when he or she can expect a call or correspondence from you. Customers will appreciate your diligent efforts to help another customer, if someone takes the time to explain it. What a customer won’t tolerate is being ignored.
9. Learn as much as you can about your customer’s business. Customers will respect you for taking the time to learn more about the business or field they’re in. Understanding what your customer needs will put you in a better position to meet his or her requirements and it will enable you to sell more of your products and services.
10. Always go the extra mile for your customers. This is plain and simple: do more than you are paid to do. Start believing in the Law of Sowing and Reaping that says what you give to others and the way you treat people will eventually come back to you. Always do a spectacular job and a little bit more. It will pay dividends in the long run.
11. Always offer a complete guarantee. People today are afraid of making a mistake so when you take the fear out of the transaction it makes it much easier for them to buy from you. Offering a “guarantee plus” is a powerful way to ease a prospect’s buying anxiety. For example, you could say; if the customer is not 100% satisfied they will get their money back in full and receive something else for free because of having to go through the inconvenience.
12. The cheapest advertising is a satisfied customer. How many referrals do you receive from existing customers? The number of referrals you receive is an import
The key to successful business development centers on building the ability to align and adapt to the current market conditions, environment and context in which your business is operating.Alignment is not about getting the same thing done over and over again consistently. Maneuverability or agility, as described by John Boyd, is what leads to alignment, successful action and outstanding performance.There are four key factors in aligning a business to deliver outstanding results.StrategyStrategy is about determining the nature and direction of the business. Strategy formulation aligns and adapts the internal business environment to the needs and wants of customers. Strategic thought is informed through absorbing information from the external environment and aligning this thinking with the business capab
10. Always go the extra mile for your customers. This is plain and simple: do more than you are paid to do. Start believing in the Law of Sowing and Reaping that says what you give to others and the way you treat people will eventually come back to you. Always do a spectacular job and a little bit more. It will pay dividends in the long run.
11. Always offer a complete guarantee. People today are afraid of making a mistake so when you take the fear out of the transaction it makes it much easier for them to buy from you. Offering a “guarantee plus” is a powerful way to ease a prospect’s buying anxiety. For example, you could say; if the customer is not 100% satisfied they will get their money back in full and receive something else for free because of having to go through the inconvenience.
12. The cheapest advertising is a satisfied customer. How many referrals do you receive from existing customers? The number of referrals you receive is an important indicator as to how well your business is doing and how it will grow in the future. You should be asking your customers in person, by letter, or by phone to recommend you to others. You’ll find that most of your satisfied customers will be happy to recommend you, if you will just ask them.
Providing the highest quality at a higher but still reasonable price is something your business must do to survive and prosper in today’s highly competitive business world. Quality is a mindset. It cannot be faked or forced. It is something you and everyone in your organization, including your vendors must want to do. When you have a total quality mindset there is no competition.
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