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It's all about the customer

Date Published: 22nd August 2006
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Author: Don Dennison RSS Views: N/A PRINT ASK ABOUT THIS ARTICLE
What is Service to you? Do you care? Does your organization give poor, good, or flag- waving service? If you are the owner of a company or a senior manager, do you care about what your customers think of you?

What is "good service?" It is the act of providing products and services for a price, and having the customer be happy and satisfied with you. What systems, procedures and incentives do you have in place, to help your employees to perform beyond your expectations? Systems allow your company to deliver a maximum standard of performance to your customers on a consistent basis. Systems help keep management and employees aware of why we are here. It's for the Customer! Sales people complain about employees/service departments not giving better service and employees/service people say they can't get it done. Where is the balance?


This is a good place for a lesson from my past. When I was a G.M./CEO for a large company in California, we were struggling to give better service. We were rapidly growing the business. The systems we were using were not working, so management and employees started to have brainstorming sessions to help us to learn how to give better service. We decided to establish teams of employees to find the solution. Let me explain some of the ideas and solutions we came up with:


Employees and Management Goals and New Procedures

1. Meet with other managers on a weekly basis to create ways to:

A. Solve problems.
B. Improve and establish procedures where it is needed.
C. Improve communications between departments.

D. Create incentive programs.

2. Decrease the customer response time by:

A. Give them more guidance, so they can get the job completed.
B. Reduce the number of repeat calls by training all our employees to be more effective.
C. Encouraging our employees to have a better attitude.

3. Different employees are to take turns going to, sales, and management meetings to
create better understanding between departments and management.

A. Set up a written schedule of training and meeting dates.
B. Assign employees and managers to training schedules.
C. Meet with employees and managers about future training programs.


There is a lot more we could say about the areas of training and communications. These are just a few observations, and I know you could probably add even more ideas. Everyone on the team needs to collaborate in a successful business venture. In the next article, let's continue by using some examples of great flag-waving service.

Tags: ceo, attitude, job, sessions, guidance, incentives, consistent basis, incentive programs, customer sales
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About the Author
Occupation: Sales Management
I was born in the Ghetto. Of course, it was not by choice. Let me tell you some of my story of how I went from the Ghetto to my MBA. I was born on the eastside of San Jose, California, USA. I hated people for most of my young life. I had a mother who was never home. My father left my mother when I was 6 months old, and I had no contact with him. Because of my sad circumstances, I joined a gang called the Blue Jackets. Later on, I became the president of the gang, staying in it until I was eighteen years old. I was involved in five gang wars by the time I was fourteen years old. In one of the gang fights, I lost my best friend, Hector Lopez. I will never forget his name because he took a knife that was supposed to go into my body. In another fight, I was hit on the head with a bottle that knocked me out cold. There was a lot of pain for me in those days. I was taken to Juvenile Hall for the first time at nine years of age, and I was in and out at least twenty times before I hit eighteen. At that time in my life, I started to realize that there was something wrong with my life. During this time, I met a girl by the name of Beverly, who was from the other side of the tracks. She helped me to realize that I needed a change in my life, so I decided to go into the U.S. Army. My enlistment really helped me grow up and see things in a different light. During this time, Beverly and I got married and we had a son and daughter. To this day, we have been happily married. When I was in the Army, I did get my GED. I have always been a hard and ambitious worker, so when I left the Army, I immediately got my first job delivering milk to homes. Yes, I was a milkman! As a milkman, I had the time to go back to school and then college. I worked my way up the ladder with a few companies, going from a sales person to the GM/CEO of First Choice Services, a consumer products company. In May 27 of 1996, I got my BBA and in May of 2000, I received my MBA. As a business consultant, I have had the privilege of working with some companies internationally, as I really enjoy working with people from other cultures. I have learned so much from friends that we have in Japan, Australia, the U.K., The Philippines, Korea, and Costa Rica, just to mention a few. Presently, I am a Business Consultant for One Cup International Consulting Group. My background in sales, sales management, and operations provide strong organizational credentials. I have over 20 years experience as an employee and consultant with such companies as: Langendorf Bread, Coffee Systems, Inc., Bobart Consulting, Inc., San Jose Chamber of Commerce, Turning Point Programs, Majordomo Services, Inc., First Choice Services (a division of Daiohs, Inc.), Associated Services, F. Gavina and Sons, Inc., Take a Break Service, Lindsey Coffee Company, and at the present time, One Cup International Consulting Group. My goal as a business consultant has always been to help companies build their sales, management, and marketing teams and/or reorganize their business, so they can make a profit or improve their bottom line. As a team player, I work with management and operations to get the best results. Finally, let me say that I am looking for a new career that will both reward me inwardly in my personal growth, and financially. I am a very active person. As a business consultant, I find that I have too much time on my hands. I want to be more actively involved, helping grow a sales staff or a business, by using my many skills. As you can see from my opening statements, I have endured much in my life, but out of lemons, I’ve decided to make lemonade. I am available for sales and management seminars. Also, I would be glad to do seminars for any organization, to reach young people, in order to help them get out of the ghetto and poverty. I require a small honorarium, plus traveling expenses.
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