Firstly, let me wish all of my customers, associates, contacts, group members, and friends a Happy New Year!
Can’t believe it’s already 2013. Although each year just flies by, this time around I’ve finally set the big GOAL to accomplish throughout this year and beyond.
In the past whenever I have thought of setting some realistic goals, I have always ended up with some numbers to achieve. These have included things like: a total sales number, a gross profit number, a cost reduction number, a collections placed number, an amount actually collected number, a headcount number, a customer retention number, a new customer obtained number, and many other numbers that are interrelated, diametrically opposed, formulated by shooting from the hip, or calculated with a bunch of complex analyses. Some were accomplished and others went by the way side. Basically it’s overwhelming just thinking about all of them.
So this year I have a new goal for the long term that will hopefully tie all these other goals together. It’s quite simple, powerful, and yet not to so easy to achieve. It’s “Total Customer Satisfaction”. I know what many of you are thinking. “Now you’re finally getting around to doing this?” Well, honestly, yes. As a small business owner with limited resources, I have naively avoided this important and indispensable goal. I have always figured that as long as I am covering all the bases with my customers they would at least be relatively satisfied. Unfortunately that’s like a “C” student who does what is required, rather an “A” student who goes far beyond what’s expected.
But instead of me accomplishing this goal by myself, I would like to hear from all of you as to what things you are emphasizing or implementing to bring about Total Customer Satisfaction to your clients.
Wishing all of you continued success in this New Year.
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