Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Aug 28, 2007 6:52 pm Post subject: Flip This Business
There are several popular television programs where people buy houses in all sorts of disrepair. They paint and repair, modernize the kitchen, bath, floors and yard and sell the house at a large profit. The practice is referred to as “flipping.” I have often wondered why the original owners did not choose to fix the houses themselves.
There might be any number of reasons, from lack of funds to lack of insight. Perhaps those that lived there were just too close to the problems to see them any longer. The faults had become part of the background. In any case the profit seems to go to those that can see the potential and have the resources to act.
It seems a similar approach might work in a business. Not necessarily fixing it up to sell, rather fixing it up to attract clients and increase potential. I wonder if working in a business, day after day, is not like people who lived in some of the houses? The faults have just become part of the background.
Even well run and profitable businesses can be better. In fact, they have the best opportunity to become better. I have found, periodically walking through my business with a camera to be quite enlightening. With a digital camera, I begin taking pictures as I walk through the door. This continues until I have covered every area the client sees.
Next I review the photos. Not on a computer monitor, but on a screen with a digital projector. I want the pictures really big. Sometimes I invite my staff. Amazing the things we notice . . .
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Wed Aug 29, 2007 1:23 pm Post subject:
Hi Bud,
Bud wrote:
Like what?
All sorts of things, mostly small, but things that may have an impression on potential clients. For instance:
The over-sized liner on the office trash can.
A clutter of small items that have collected on the service counter.
Dead bugs on the window sill of the office-to-shop windows.
Pictures hanging out of level on the office wall.
Dusty office plants and pots.
Dirty windows looking out on slightly overgrown landscaping.
Magazines piled in disarray on the table.
Storage areas behind the service counter visible to clients.
Parts in quick storage room visible to clients in office.
Exhaust fan in bathroom covered with dust.
Office chairs not arranged.
Small things, but that's what tends to catch a picky person's eye. If we claim to be great at maintenance, why isn't our maintenance so great? It's sort of like a coffee stain on a pull down tray, may make me wonder if the airline maintains their engines well enough?
I think a good judge of how well we are doing is the number of non-clients that come in for something else and subsequently become clients. The more they are impressed, I believe the more likely that will be to happen. For example, people who pick up and drop other people off. Mail carriers that become clients, sales people who drop in and become clients. UPS people, The list might go on and on.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu Aug 30, 2007 6:41 am Post subject:
Hi David,
Seaside wrote:
louis wrote:
All sorts of things, mostly small, but things that may have an impression on potential clients. For instance:
[list][*] Dirty windows looking out on slightly overgrown landscaping.
Regarding your landscaping, have you taken any pictures of the garden make over you performed while away for a week?
I will take some tomorrow (left the camera at home today.) Thanks for reminding me, I had forgotten about that. I am very pleased with the work they did.
They used all miniature species plants, so it will be much easier to keep up. They also added an automatic irrigation system. I added one small picture to the [random] header on my company website. Unfortunately there are also 16 other possible headers so it might take a few visits to catch it. Thanks David, I appreciate your reply.
Posted: Sat Sep 01, 2007 5:11 pm Post subject: Too close to see?
I find that being too close to a situation, in this case your business happens to the best of us. Taking digital pictures is a good start, however its just a "snapshot" in time. Wouldn't it be great to get mystery shopped by someone who records the transaction with a hidden camera? You could experience exactly what the client saw.
I find that having a CEM process in place and reviewing it from time to time helps determine how we are doing.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sun Sep 02, 2007 10:12 am Post subject: Re: Too close to see?
Hi,
PWright wrote:
I find that being too close to a situation, in this case your business happens to the best of us. Taking digital pictures is a good start, however its just a "snapshot" in time. Wouldn't it be great to get mystery shopped by someone who records the transaction with a hidden camera? You could experience exactly what the client saw.
I find that having a CEM process in place and reviewing it from time to time helps determine how we are doing.
I think that is a great idea, one that could provide a world of insight. Many years ago, we hired an agency to call us at random and record the calls. They did a very good job and we learned quite a bit.
I have always thought a mystery client in the waiting area could also be enlightening. For instance someone who sits in the waiting area and appears to be a client. They engage other waiting clients about their experience and report the findings. Perhaps a bit too covert for some, but it may be a way to gain a truer picture of people's perception?
Would you please post more details on your CEM process? Thanks for your insight.
Posted: Sun Sep 09, 2007 7:41 pm Post subject: My CEM thoughts
First, I am no CEM expert. CEM for those of you that don't know is Customer Experience Management. Every time a customer has an interaction with your business-either directly or indirectly the experience should be "managed" to provide the customer with proof and evidence to become an advocate for your business.
Customer satisfaction is no longer an accurate barometer of how you are doing with your customers. It is commonly accepted that 80 percent of customers that switch service providers are "satisfied" with their former providers. Customers that experience consistancy, value, and customer centered intent usually give customer loyalty that transends to an "advocate" for the business. A customer advocate can't stop telling their friends about your business. Referrals from customer advocates are way more likely to seek your business, and in turn become additional advocates.
Every time a customer has an experience with your business from listening to a radio advertisement, phoning the business, or actually doing business with you the experts refer to this as a "touchpoint". Each touchpoint in a business must be managed to turn that person into an advocate. As Louis alluded to, some touchpoints are easy to see such as the physical condition of the exterior and interior of the business. Other touchpoints aren't that easy such as media advertisement, telephone greeting or your complaint process.
Think about all the touchpoints you have with customers, how can each of those experiences be turned into an oppurtunity to turn your customers into advocates?
I will post more thoughts later.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 11, 2007 4:09 pm Post subject: Re: My CEM thoughts
PWright wrote:
Customer satisfaction is no longer an accurate barometer of how you are doing with your customers. It is commonly accepted that 80 percent of customers that switch service providers are "satisfied" with their former providers.
Very wise! Satisfied clients quit businesses everyday. They may leave because they find other solutions they feel better meets their needs, among other things.
One point Dr. Deming often emphasized is that a client may be satisfied, until they see better. Waiting for a person to express dissatisfaction is far too little, far too late.
PWright wrote:
Customers that experience consistancy, value, and customer centered intent usually give customer loyalty that transends to an "advocate" for the business. A customer advocate can't stop telling their friends about your business. Referrals from customer advocates are way more likely to seek your business, and in turn become additional advocates.
As you state, this often happens, but should never be relied on. Clients owe a business no more than payment of the bill. Loyalty should never be counted on, rather taken for what it is, a temporary gift. No business is any better than the last experience they provide?
PWright wrote:
Every time a customer has an experience with your business from listening to a radio advertisement, phoning the business, or actually doing business with you the experts refer to this as a "touchpoint". Each touchpoint in a business must be managed to turn that person into an advocate.
Jon Carlson called these "moments of truth." The CEO may be all for great service, but the lowest paid employee in the company may be what the client experiences?
PWright wrote:
As Louis alluded to, some touchpoints are easy to see such as the physical condition of the exterior and interior of the business. Other touchpoints aren't that easy such as media advertisement, telephone greeting or your complaint process.
Think about all the touchpoints you have with customers, how can each of those experiences be turned into an oppurtunity to turn your customers into advocates?
Great advise!
PWright wrote:
I will post more thoughts later.
I look forward to reading them, thanks for your contribution.
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today.) Thanks for reminding me, I had forgotten about that. I am very pleased with the work they did.
