Welcome to 2012. Happy New Year. It is that time of the year where many people reflect on what has taken place in the year before and what they want to achieve in the following year.
Yes, it is the time for a New Year Resolution. For businesses, many people think about this in terms of key objectives. That is good. But there is one “management objective” that gets to me at this time of the year. Yes, you see it in the title “excellent customer service”.
You hear the head honchos, the chiefs, the GMs; the boss – they say this, “This year, our key strategic focus will be on a) profits, b) growth and c) excellent customer service.”
You know, if you have excellent customer service as your focus this coming year, what were you doing last year? Lousy service?
Let us not confuse what would amount to the essentials with the differentiating factors that set your business apart. A business is always about profits. Growth, maybe also true in many instances, but excellent customer service is not a strategic thrust. Really. It is actually, surprisingly, a fundamental expectation from your customers, of your business.
As a small business, most of us have no time for fluff. We need to focus on the essentials and then, try to identify the one or two defining qualities that set us apart from our competitors. What do you do for your new year’s resolution?