Is Yours a Well Oiled Machine?

Customer service is an important part of a business’s success or failure. While important it is only one part of a pentagon of factors which we will be looking at with this, the first of a three part series of articles on turning a business around. Before we get started though, it’s important to note that that this series as well as quality customer service would not be happening without the sponsorship of live chat  Different businesses have ways in which they are described. Usually these are in-house terms used to describe the functioning, i.e. profitability, of the firm. Some of these names are endearing while others are a bit harsher. Terms like “what a dud”, “if we only…”, “the bottom line is, there is none” can sometimes be heard. While these kinds of topics are at the forefront of some insiders, it’s important to note that the majority refer to their business a bit differently.  In these circles you are likely to hear terms like “what a great year”, “we’re on the right tract” or “it runs like a well-oiled machine”.How do you and your staff refer to your business? A though it would be better off if it were closed down, or what a great idea we have? If yours is among the former, maybe a bit of self-examination is in order. If something seems to be holding the business back from achieving the success once dreamed about it’s time to stop, look, and listen.What’s meant by this idea of stop, look, and listen? For many this was a rail road safety phrase learned in childhood. In this context it’s a way of grading how well your business is doing. Let’s take a closer look.STOP: meaning exactly what is says the decision makers of the firm need to make time to do nothing else but focus on what is going on within the business. To list out the good, the not so good, and the terrible.Making time is something you don’t have time to do? Well, if you don’t stop now and make the time it won’t matter; the business will continue its downward trend. We are not talking about taking an hour here or there, rather we are talking about honestly assessing how much time is needed and then setting aside that time.Another key task to be done in the STOP phase is identifying who participates in the process. Is it time to expand the “inner circle”? To bring in those people who may have the best understanding of the problems faced by the company. Even consider someone from outside the firm, but who has a vested interest.The list of topics to be discussed needs to remain small. Here are a few examples:   1. Capital and costs   2. Company or product branding   3. Products   4. Sales and Marketing   5. Customer loyalty and service Limiting exploration to these five areas will make the time spent more efficient and focused.Consider providing a worksheet/notebook to each participant, making sure that they understand that what you are after is clarity, ideas, and honesty. It is also important that each one have access to key people in the organization should they need information. All of the organization needs to be made aware of the process.The person(s) responsible for the process need to emphasize to participants that this is a number one priority.Taking this first step is the beginning of turning your business around. In the next article the people at live chat will take a closer look at the LISTEN portion of this model.