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Customer service is a hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something, or trying to communicate through a language barrier.
If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know! There are three secrets to good customer service; the first one we’re going to conquer is knowing exactly what YOU want. You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service. There are three main goals you need to consider:
If you’re having a hard time deciding on what you want, the tools, resources, and coaches in our FREE test drive can help you define the wants and needs of your company in relation to customer service.
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In the last post we talked about the first three of the 7 specific areas you need to consider in your franchise prototype process. Here are all seven again:
· Primary Aim · Strategic Objectives · Organizational Strategy · Management Strategy · People Strategy · Marketing Strategy · Systems Strategy These 7 areas will fine tune your plan for the ultimate level of success. Today we are going to cover the last four. Think of constructing your business model like planting a tree. At first, it’s so small and weak you wonder if it will even make it through the night. But you keep watering, fertilizing and nurturing it. Your ideas will grow the trunk and each of these strategies will extend out as the branches of your now strong tree. Finding the perfect support staff, employees, vendors/suppliers and other relationships will make your tree flourish with leaves and flowers. Management Strategy The way you structure your management team is not only essential to your growth, but the happiness of your employees and, ultimately, your customers/clients. This strategy is results-oriented and doesn’t depend on the people, but the actual system that’s in place. A management strategy is, in short, a set of standards that include goals, rules, a mission statement and other concrete things that tell your employees how to act, your management how to grow your business and your customers/clients what to expect. These should all be in perfect alignment with your business goals. Employee Appreciation You need to put together a people strategy that shows your employees how you feel about their job performance and dedication to your business. They also need to understand “why” they are doing specific tasks. This helps them to personally connect to their job which in turn leads to better production and a happier workplace. There are a number of strategies you can use to keep it interested at “the office”: · Performance Incentive Programs · Contests that reward high performance · Employee of the Month · Performance/Holiday Bonuses These are just a few of the ideas you can use. One of the best ways to appreciate your employees is by calling a meeting and asking them how they would like to be rewarded. Think about it for awhile and put the best strategy into play. Keep it fresh and change up the strategy you use from time to time to keep your employees guessing. Once they get used to the prize, it’s time for a whole new approach. You need to build a community within your company. There needs to be support, appreciation and respect. The more “at home” an employee feels, the better they will perform and the higher their level of loyalty. Marketing Strategy Marketing is, of course, essential to the success of any business, but it also must work cohesively with the other strategies you’re using. There are two major pillars of a successful marketing strategy: The demographic and psychographic profiles of your customers. The psychographic tells you what your customers are the most likely to buy and the demographic tells you who they are, which can help you learn why they buy specific items. Without this information, it simply doesn’t matter how good your business prototype is. Systems Strategy There are three types of systems in every business: · Hard Systems · Soft Systems · Information Systems Hard systems refer to inanimate system or systems that have no “life”. Soft systems are those that could be living. Information systems which are, of course, everything else, including customer data, product information, financial…anything with data and numbers. The most important of all three systems is the soft systems because it includes the sales systems your business uses. In your sales system the two keys to success are: structure and substance. Structure being what you sell and substance being how you sell it. All three systems are essential to the success of your business and while they all have their own very specific roles, they all must work together to get the job done. This also goes for your entire business development program. I want to take a moment to recap on the ideas we went over through the business development lessons. An entrepreneurial myth, or e-myth, is an assumption that anyone can succeed at business with: · Desire · Some capital · Projected a targeted profit There are essentially three key roles that need to be filled to set your business up for success: · The Technician · The Manager · The Entrepreneur The four different stages of a business life cycle are: · Infancy · Adolescence · Growing Pains · Maturity There are a few things we are going to talk about: · Business Format Franchise · The Franchise Prototype · Franchise Prototype Standards There are three main areas of business development: · Innovation · Quantification · Orchestration 7 specific areas you need to consider in your franchise prototype process. Here are all seven again: · Primary Aim · Strategic Objectives · Organizational Strategy · Management Strategy · People Strategy · Marketing Strategy · Systems Strategy We can help you work through all of these areas and give your business a jumpstart that puts you ahead of your competition right from the start. Use our FREE test drive and work with one of our coaches, plus gain access to a wealth of tools and resources. These are the 7 specific areas you need to consider in your franchise prototype process:
These 7 areas will fine turn your plan for the ultimate level of success. In this post, we are going to cover the first three. Primary Aim It’s essential in business development to set goals and see a vision for the future. This needs to go beyond the business and you need to think about what you want out of life. What do you dream about? How do you see your success unfolding? Knowing and understanding these things will give you the momentum to get started and the stamina to see it through. Even take a minute to write them down and tape them to your desk for a constant reminder of what you’re aiming for. Strategic Objectives These are essential in taking your business from surviving to thriving. All of these objectives should offer solutions for how to get to your primary aim. There are many things you can use to set strategic objectives, but here is a couple of the most popular:
The key to setting standards and goals is not to limit you or stress yourself out. You need to find some quantifiable things you can use to measure your progress toward your primary aim. These are just two suggestions, but make sure no matter what standards you set, you are paying attention to the details, as these are one of the biggest keys to your success. Organizational Strategy The strength of your organizational structure can make or break your business, so it’s important to take the time to put together a solid structure for your business to grow from. Generally, a company is organized around the roles and responsibilities that need to be taken care of on a daily basis and the personalities that need to fulfill those roles. No matter what roles and responsibilities you’ve defined for your employees, you must always keep your personal primary aim separate from your company’s primary aim or mission statement. Once you’ve identified the primary aim for your company it will be easy to set up a position structure that will work. Don’t forget to put together position contracts. Your employees should sign a statement of their roles and responsibilities. This helps keep them clear for you, the employee, and other employees/vendors or other individuals. You can see how these areas all work together to build a solid structure on which to build your business. If you need help defining any of these areas, you can check out the resources, tools and speak with one of our fantastic coaches during your FREE test drive. Today I'd like to talk about the three keys to business development and how you can put the right bricks in place to build a solid foundation.
There are three main areas of business development:
Innovation Innovation should not be confused with creativity, which is the expression of ideas. Innovation is taking these ideas and putting them into action. This is where a large amount of your focus should be in the beginning and even throughout your business’ entire lifespan. Quantification This, of course, refers to the numbers. We are talking about the value of your innovation. The best way to gauge this is by your customer response. Look to positive responses for what you are doing right and keep doing it. Look to your negative responses to find out what you’re doing wrong and fix it. This will enable you to keep growing and progressing with the needs of your customers and business climate. Orchestration Once you’ve had a chance to find what areas are working, you can narrow down those areas and concentrate on making them stand-out ideas. You shift your focus here to get the most out of your business and to meet the needs of your customers. We can help you work through these three areas to put together your franchise prototype during your FREE test drive. In the next few lessons we are going to transition to the 7 specific areas you need to consider in your franchise prototype process:
These 7 areas will fine turn your plan for the ultimate level of success. The biggest area of turn-key businesses is franchises. There is a franchise for every industry in the world and they are fairly easy to acquire and come with a pre-packaged, easy-to-assemble system. McDonald’s is a prime example. In fact, a 12-figure, 38,000 franchises example.
There are a few things we are going to talk about:
The business format franchise came from an earlier model called the “trade name” franchise. The big change was in the rights. During the “trade name” days the franchise owner only had marketing rights; now franchise owners have ownership rights to the entire business including systems. This has allowed for a shift in focus to go from the quality and name recognition of the products carrying the business to sales techniques that carry the business. The Franchise Prototype It was really the franchise prototypes that allowed for the changes to be made that help today’s franchises really shine with the techniques developed by the owners instead of the corporation. This can make a significant difference in the success of the franchise as the owner can custom tailor their marketing and promotions to the direct needs of their local target customers. Franchise Prototype Standards Now, the above being said, no one in their right mind would purchase a franchise if the parent company didn’t have a solid plan of action set up to ensure the prospective success of the business. So, there are a few standards that are put into place that help jump-start the process of opening a successful franchise. Build a model of prospective customers/clients, suppliers, creditors, and employees who will consistently offer high-quality work.
These are all ways the parent corporation makes sure their brand stays the same and in the front of the minds of customers. When you are purchasing a widely-known brand, you will attract customers just for being you. If you are considering purchasing a franchise, talk with one of our experienced business coaches during our FREE test drive. |
AuthorI have always been fascinated how people work and why. I believe I have found some of the answers. Nothing really new, and hopefully assembled in a way that makes the guy sitting next to you, easier to understand. Archives
October 2022
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