Grolistic…No-Excuses Growth Blog

Why Customers Are Dissatisfied

The most productive way to grow sales is to increase orders from current customers. Despite this proven fact, a Learning Dynamics study reports that more than 60% of companies do not consider customer satisfaction as a top priority.

Reasons for customer dissatisfaction include:

Few supplier personnel are aware of what customers actually do with their products or services;

In about 20% of companies, sales people do not follow up with customers; senior managers do not contact customers in about 25% of companies, and this grows to 30% and over 65% for Marketing and R&D respectively;

In approximately 15% of companies, there is no function acting as a customer’s advocate and no formal means to capture customer wants;

Fewer than half of new products are developed or improved based on customer suggestions or complaints, even though a related MIT study indicates that the best innovations come from customers;

Less than 5% of companies make customer satisfaction a key metric in executive compensation.

Many organizations believe that they are in business to make products or provide services, when it is actually the added strategic value produced by their offerings that creates customer preference. Going beyond functional satisfaction, to learn why the delivered quantifiable […]

By |February 14th, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

5 Statements to Assess Team Bonding

In his book, The Five Dysfunctions of a Team, Patrick Lencioni offers a Team Assessment questionnaire to evaluate a team’s susceptibility to the dysfunctions. Below are variations of 5 statements that strive to assess the level of team bonding:

All team members are aware of the others’ key activities, and how their actions contribute to the team’s goals.

Team members know what they expect from each other and intensely seek to avoid disappointing their teammates.

During meetings, members confidently address the most difficult issues, challenging one another about their plans and methods.

Team members are first to admit mistakes and slow to seek credit, but quick to credit others.

Meetings and discussions are concluded with clear resolutions and action steps, so all members can be confident that their associates are committed to a decision.

How consistently does your team demonstrate these behaviors?
How might team bonding be strengthened?
 

By |February 7th, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

Generosity Is The Genesis Of Trust

 What does generosity look like?

Contributing and connecting without expectation of being repaid.
Refusing to blame or demean others.
Keeping promises and fulfilling commitments.
Telling the truth.
Seeking to understand another’s opinion before challenging it.
Expressing support for shared truths, values and goals.
Clarifying expectations – yours about your associates, and theirs about you.
Preparing sufficiently before the work begins.

What do you contribute to develop trust?

Why are you trusted?

By |January 31st, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

Building Initiative Momentum

Leaders typically encourage their personnel to demonstrate initiative. They need processes to be improved, problems to be solved and changes to be implemented, which can only occur when their teams are willing to invest additional time and discretionary effort.

How do you encourage initiative? How do you overcome reluctance to propose a new idea or method? How do you inspire discretionary effort?

Most employees want new challenges; it increases the meaningfulness of their work and their sense of self-worth. Leaders seek to unleash untapped innovation, creativity, and risk-taking in the workplace.

Encouraging initiative, and then nurturing it so that its momentum grows to become part of culture, often comes down to how leaders behave.

Treat every suggestion seriously. It takes courage to offer a suggestion, so how you react to it determines if you will ever hear a second one. If one of your people suggests a new approach, recognize it as a teaching moment, even if you promptly realize that the idea has little merit. Rather than reactively negatively or immediately rejecting any new concept, ask the employee to consider these two questions and then return when they know the answers:

How does his/her suggestion produce quantifiable benefits? Are more units […]

By |January 24th, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

3 Actions That Reveal Your Leadership Credibility

When asked how they judge a leader to be credible, people will typically respond with a phrase like: “they walk the talk.”  Indeed, the consistency with which actions match words defines leadership credibility. And the level of that consistency is determined by how aligned your words and actions are with your personal values and those of your organization.

These 3 scenarios reveal how consistently you communicate and act in accordance with your values:

How you spend your time.

The way you allocate your time sends a message. For example, if collaboration is a key value, then a portion of your time must be committed to engaging with others to innovate, improve or solve problems.

How you manage critical events.

Vital, stressful situations or challenges provide teachable moments, presenting opportunities to demonstrate your values. Have your expectations been clearly communicated? Again using a value of collaboration as an example, people who come unprepared to meetings, when preparation has been specified as an expectation, must be confronted, regardless of how high performing they are in their roles.  Without consistency, your commitment to collaboration will be compromised.

How you ask questions.

Words are powerful so they must be carefully chosen. The questions you ask can stimulate […]

By |January 17th, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

Are Your Customer Service Reps Expendable?

Your customer service reps have unlimited access to your customers, yet they are often considered to be expendable and typically treated as such.

Are you managing your customer service function as a cost center or as a profit center?  How much of your customers’ satisfaction is impacted by your customer service reps?

Exceptional customer service is a proven differentiator. When access to information is so effortless that many products are seen as commodities, when the life cycle of a technical competitive advantage is a long weekend, then it should become clearer that your people are your most sustainable competitive advantage.

Your customer service reps have the potential to create uncommon, memorable and personal experiences for customers. They are often the individual face by which your customers view your impersonal organization. Even today, when technology is ubiquitous, people prefer to buy from people – technology is just the enabler. Your success is determined by how robustly all of your people, but especially your customer service reps, believe in your purpose and values, and how consistently they demonstrate them.

If you’re investing more effort to measure the time spent supporting a customer rather than the level of a customer’s satisfaction, then it’s time to reconsider. […]

By |January 10th, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

Hostages of Time

 Another New Year’s celebration has passed. It’s a moment each year when time stands still, providing us with a precious instant when we can reflect, and hope.

It’s also a moment that makes us acutely aware just how much of our lives is controlled by the monitoring of time. In fact, I’d suggest that we are so conscious of time’s drumbeat, so busy trying to make each minute of every day productive, that we’ve become hostages of time. The movie Groundhog Day comes to mind!

These moments, when time seems to stop, are so rare that we should not waste them by hurrying back to our routines. Cherish these seconds by recalling what is most valuable to you, what makes your life uncommon. Ensure that when your time ends, you will have no regrets.

For at that moment, you will not regret that you didn’t close one more deal or finish one more task – but you will be sorry about time not spent with family and friends and associates. Throughout all of human history, despite the unrelenting passage of time, it is our relationships that make our lives meaningful, providing the highest return on our invested time.

How can you spend more […]

By |January 3rd, 2017|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

Business or Busyness

Every leader grapples with time management. Whatever your plan for the day, it’s soon altered by circumstances. And when the opportunity arrives to regain control, there’s a choice to be made – business or busyness.

Checking email, opening mail, etc. are the first things many of us do when we get time. But countless hours are wasted on uncomplicated activities that demand your time and compromise your productivity. It’s easier to move from one simple task to the next rather than following up with key customers, reviewing your key performance indicators, or finishing that plan.

These tips may help you quickly shift back to productive activity:

Who holds you accountable? Asking this question often helps reset priorities. If you’re not investing sufficient time to build your business and execute strategies, then who will? If you are a business owner, then consider hiring a mentor or trusted advisor who can accelerate your progress and hold you accountable.

How is your plan progressing? Make your plan status readily visible so it is one of the first things you see when you return to your desk. Having a multi-year plan is vital, but the power of planning lies in the details, the integrated actions that enable strategies […]

By |December 20th, 2016|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

Bargaining for Change

For leaders, change is a perpetual companion, sometimes arising from circumstances and sometimes by plan. When driven by strategy, change always involves a bargain.

If the bargain you’re offering is not generating an adequate reaction, then there are 2 remedies.

Your bargain involves an “if-then” proposition.
“If you follow this methodology, then you’ll accelerate that production line.”
“If you take these steps, then your profitability will be more sustainable.”
“If you operate like this, then your sales will grow faster.”
When you’re not generating sufficient response to your “if-then” proposal, consider these two scenarios:

There’s not enough “if.” Perhaps the target audience doesn’t want what you’re proposing as much as you need them to want it. Perhaps they don’t care enough, and just don’t want to tackle the change you’re promoting.

There’s not enough “then.” The more likely scenario is that they need the ‘if,’ but don’t believe you can deliver the “then.” Just because you claim you’re going to deliver, doesn’t mean you have the credibility to compel their engagement in making the change.

When the response to your proposal is less than required, consider adding more ‘if’ but definitely add more ‘then.’
How well is your change initiative progressing?
What’s limiting its progress?
 
 

 

By |December 14th, 2016|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments

The 3 Key Moments of Enduring Customer Relationships

It’s no secret that enduring customer relationships are grounded in what the customer believes about your organization – how they feel about your commitment to their success.

There are 3 decisive moments that validate the value and endurance of your customer relationships.

Doing more than expected during these 3 key moments strengthens the customer’s trust in and reliance on your company, profoundly influencing why they continue to choose you.

Your “First Contact” Moment:

Customers care only about the financial and competitive advantages you can produce for them.  The more strategic and long-term these benefits are, the higher is your probability of building an enduring relationship rather than one based on being better, cheaper or faster than the competition. Prior to your first meeting, and during your dialogue with a prospect, invest time and energy to learn about their story, their issues, their goals and why they’re important. Prospects become customers once they confirm that you care about their success, can meet their needs, and could exceed their expectations.

Your “Promises Kept” Moment:

Customers don’t buy products or services – they buy your promise to produce strategic value for them. Deliver what you promised, and ensure that the customer recognizes this.  Deliver more than […]

By |December 6th, 2016|Grolistic, Grolistic...No-Excuses Growth Blog|0 Comments