Solve the Problem . . . Systematically
A hose is a delivery system and even as a wonderful garden tool, it does have its problems. Hoses kink, twist and become knotted and if like me, you actually purchased a new fangled "non-kinking" hose, alas, it too will kink when you least expect it. In the end if it has no leaks, it delivers the water. When you find solving a problem is a twisted knotted mess, take a deep breath and try this 7-Step Problem-Solving Model for serious problems.
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1. Describe the Problem
2. Describe the Current Process
3. Identify Root Causes
4. Develop a Solution and Action Plan
5. Implement the Solution
6. Review and Evaluate the Results
7. Reflect and Act on Learnings
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When faced with a problem from a unique employee or a failed process, often we miss steps 1, 2, 3 and go directly to number 4 and forget that implementing the solution must be followed by evaluation and reflection to maximize success. At least I have the winter to contemplate the root cause of my garden hose dilemma.
Copyright 2010 Linda Lucas Fayerweather MBA EA
http://www.changinglanes.biz/
419-897-0528
linda@changinglanes.biz
Business Plans Make Profit!
How You Treat People in Public . . .
How you treat people in public will ultimately determine your referral success. My business partner, Bob Burg, has taught me an important rule; "All things being equal people will do business with, and refer business to, those people they know, like, and trust." So what's that have to do with the way you treat people in public? Everything! I've heard many clients tell me "We've got customer service down pat!" or "We put "U" in customer service." only to fall flat on their face when it comes to simple etiquette.
• How do you interact with others around you when you're serving a customer?
• How do you communicate to your employees while clients are within hearing?
• How do you treat unexpected visitors - or salespeople - when you're busy?
Don't be too quick to dismiss any of those questions because your clients aren't!
One of the rule's qualifiers, trust, actually has a double meaning. Of course your clients and customers have to trust what you say and what you provide otherwise they wouldn't be doing business with you. But here's the real meaning. If you want people to refer business to you they have to be able to trust that you'll treat their referrals as well - or better - than you do them. Perception is reality. Treat your employees, your family, or even the unannounced salesperson, with same respect you'd give your best customer and they all will keep coming back. And they'll bring their friends and peers.
Copyright 2010 Todd Pillars. Todd teaches business owners and sales professionals how to generate virtually endless referrals, easier and faster than they ever thought possible. Contact him today at 419-855-2273 or toddpillars@burgintl.com. You can also find out more information about his Endless Referrals Workshops at http://www.burgintl.com/toddpillars.
