Business Coach Explains To You How To Add Value
Business Coach Explains To You How To Add Value
Seemingly simple or even trivial things can make the difference between an unhappy customer and a raving one.
But there’s a warning here.
Adding value, or going the extra mile doesn’t usually mean you have to walk over hot coals for your customers.
And it doesn’t mean you have to give away profit either.
In most situations it’s the opposite.
All you have to do is the little things – the ‘little things’ that make a big difference to the CUSTOMER.
So don’t worry about giving away a lot of product, or a lot of times to ‘add value’ just use plain old good manners.
Let me give you an example.
I worked with a business that installed computer cabling. The size of a good order was about $50K to $250K worth of cabling.
The technicians that installed the cable were specialists and had a high degree of specialized knowledge. And they believed that they were doing a great service to their client by installing their cables.
But they got a lot of complaints… and do you know what for?
‘Trivial things’ as the technicians called it…
The customers were complaining about the dust, hand prints and foot prints left on their work desks.
You see the technicians usually had to get into the ceilings of the offices to lay the cables, and that meant standing on tables.
When the technicians got into the ceilings dust would start falling down onto the tables.
The ‘tables’ they had to stand on, and the ‘tables’ that collected all the dust were the customers work stations.
And the customers hated it.
The customers also complained that their computers had been moved.
Despite the regular complaints the technicians just laughed it off with a ‘get over it’ attitude.
And it cost the business thousands upon thousands over a number of years.
Their referral rate was nil, and they started losing long time customers.
And they couldn’t work it out.
To them it didn’t make sense.
After all they were doing highly specialized work that only highly trained people could do and the complaints were about ‘footprints’ and ‘dust’.
To them it didn’t make sense… but if you were the customer – how would you like it if someone came in and left ‘stuff’ all over your desk, moved your computer, and your ‘special’ things you have around it?
People get protective about their property.
And as a service to them, we need to respect their property.
So with some customer service training and some standard operating procedures we fixed the ‘problem’
Now the business cleans up after themselves and makes sure everything is left spotless.
Instead of stepping on desks – they have their own customized step ladders.
It’s the businesses way of ‘adding value’ and going the extra mile.
And it only cost a little bit of time, which of course was chargeable to the customer. And the customer was happy about paying it, because they were happy.
Here’s another example…
I have a graduate that cuts down oversized trees in people yards. When he’s cutting down trees sawdust flies everywhere… so he covers the flowers and garden with material to stop the sawdust flying into areas that the customers hates.
It’s my clients’ way of being unique and adding value.
Another client of mine services computers. And when they service the computer they clean it up so that it looks like new. The customer can’t tell what the technicians have done to the inside of the computer, but by making the outside look clean and spotless – like it was new, the customer thinks – ‘gee they must have done a great job’.
It’s the little things that add value and make you different.
There are numerous ways of adding value to your customers. And it doesn’t have to involve money – it usually just involves manners.
Treat people better than you’d expect to be treated.
That way you’ll add value, delight your customers – and you’ll grow your business successfully.
That’s the 16th secret of business growth – add value by using manners.
Copyright © 2006 by Casey Gollan. All Rights Reserved
Business Coaching expert Casey Gollan helps grow businesses by $1 million to $10 million in 1 to 3 years. Since 1996 his coaching programs have added over $375 million to small businesses. Go to his Business Coaching Melbourne website and watch a free business growth video series.
Business Coach Explains To You How To Add Value - To learn more about this author, visit Casey Gollan's Website.
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There are many business owners and staff that are unaware of how much they are damaging their business – by not doing the ‘little things’ that add value to their product or service.
Seemingly simple or even trivial things can make the difference between an unhappy customer and a raving one.
But there’s a warning here.
Adding value, or going the extra mile doesn’t usually mean you have to walk over hot coals for your customers.
And it doesn’t mean you have to give away profit either.
In most situations it’s the opposite.
All you have to do is the little things – the ‘little things’ that make a big difference to the CUSTOMER.
So don’t worry about giving away a lot of product, or a lot of times to ‘add value’ just use plain old good manners.
Let me give you an example.
I worked with a business that installed computer cabling. The size of a good order was about $50K to $250K worth of cabling.
The technicians that installed the cable were specialists and had a high degree of specialized knowledge. And they believed that they were doing a great service to their client by installing their cables.
But they got a lot of complaints… and do you know what for?
‘Trivial things’ as the technicians called it…
The customers were complaining about the dust, hand prints and foot prints left on their work desks.
You see the technicians usually had to get into the ceilings of the offices to lay the cables, and that meant standing on tables.
When the technicians got into the ceilings dust would start falling down onto the tables.
The ‘tables’ they had to stand on, and the ‘tables’ that collected all the dust were the customers work stations.
And the customers hated it.
The customers also complained that their computers had been moved.
Despite the regular complaints the technicians just laughed it off with a ‘get over it’ attitude.
And it cost the business thousands upon thousands over a number of years.
Their referral rate was nil, and they started losing long time customers.
And they couldn’t work it out.
To them it didn’t make sense.
After all they were doing highly specialized work that only highly trained people could do and the complaints were about ‘footprints’ and ‘dust’.
To them it didn’t make sense… but if you were the customer – how would you like it if someone came in and left ‘stuff’ all over your desk, moved your computer, and your ‘special’ things you have around it?
People get protective about their property.
And as a service to them, we need to respect their property.
So with some customer service training and some standard operating procedures we fixed the ‘problem’
Now the business cleans up after themselves and makes sure everything is left spotless.
Instead of stepping on desks – they have their own customized step ladders.
It’s the businesses way of ‘adding value’ and going the extra mile.
And it only cost a little bit of time, which of course was chargeable to the customer. And the customer was happy about paying it, because they were happy.
Here’s another example…
I have a graduate that cuts down oversized trees in people yards. When he’s cutting down trees sawdust flies everywhere… so he covers the flowers and garden with material to stop the sawdust flying into areas that the customers hates.
It’s my clients’ way of being unique and adding value.
Another client of mine services computers. And when they service the computer they clean it up so that it looks like new. The customer can’t tell what the technicians have done to the inside of the computer, but by making the outside look clean and spotless – like it was new, the customer thinks – ‘gee they must have done a great job’.
It’s the little things that add value and make you different.
There are numerous ways of adding value to your customers. And it doesn’t have to involve money – it usually just involves manners.
Treat people better than you’d expect to be treated.
That way you’ll add value, delight your customers – and you’ll grow your business successfully.
That’s the 16th secret of business growth – add value by using manners.
Copyright © 2006 by Casey Gollan. All Rights Reserved
Business Coaching expert Casey Gollan helps grow businesses by $1 million to $10 million in 1 to 3 years. Since 1996 his coaching programs have added over $375 million to small businesses. Go to his Business Coaching Melbourne website and watch a free business growth video series.
Business Coach Explains To You How To Add Value - To learn more about this author, visit Casey Gollan's Website.
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Cheryl MatthynssensCheryl is a life skills coach, licensed Chemical Dependency Counselor and a 20 year entrepreneur. Cheryl's dedication to achieving a life of balance led to her expanding her teaching from the simple managing of life's daily challenges to adding financial well being as well. A direct marketer with DrinkACT, she is gaining ground in the online community with her concepts of making sure business owners, entreprenuers and employees have well rounded life styles. She opened up a small affiliate site - The Balance Guide- to help others find resources for mental and emotional well being. Visit Cheryl's blog to see more of the diversity beyond business she has began offering online at www.thebalanceguide.blogspot.com - Visit Cheryl Matthynssens's Website |
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Dianne CramptonDianne Crampton is an executive leadership coach, team consultant, author and president of TIGERS Success Series, Inc. Dianne has been helping CEO's and Executives connect their employees to their core values and goals for over 20 years using the trademarked TIGERS team culture process, which stands for trust, interdependence, genuineness, empathy, risk and success. To download a free white paper on behaviors that build strong teams and behaviors that will predictably tear them down go here. - Visit Dianne Crampton's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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David BarrDavid Barr is the President of Venture Opportunities, Inc. David has been a professional business broker/intermediary since 1980 focusing on General Business Brokerage and Mergers and Acquisitions representing client transaction value from $400,000 to $20,000,000. Mr. Barr has handled the sale of over four hundred and fifty companies. David earned a university degree from the State University of New York majoring in economics and business. David holds the Mergers and Acquisition Master Intermediary and the Certified Business Intermediary designations from the International Business Brokers Association. He is also a Senior Business Analyst and a Texas licensed Real Estate Agent. For more information about David and Venture Opportunities, visit www.bizdealmaker.com. - Visit David Barr's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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Casey GollanCasey Gollan, Business Coaching & Mentoring Programs. Add $1 Million to $10 Million in the next 1 to 3 years. Since 1996 Casey has to added hundreds of millions of dollars to businesses. Watch a free video see client results Business Coaching website. - Visit Casey Gollan's Website |
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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Jeff FosterWebBizIdeas.com is a Minneapolis website design company founded to help people start an internet business by providing them with website, business, and internet resources that help foster the growth of successful online businesses and develop innovative Internet business ideas. We specialize in internet consulting & internet marketing. - Visit Jeff Foster's Website |
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