Business Success Thursday Volume 171! Your customer judges you by your worst not your best!

Here is another extract from our upcoming book, The Premier Way!…

I hope you enjoy this resource and receive some value for you and your business!

You can do 99% of things right but your customer will judge you by the 1% that is wrong!

  • It’s always day one!
  • You are only as good as your last customer interaction!
  • Consistency is hard, but not impossible!
  • Good is the enemy of great!
  • Good enough never is!

This is hard to come to grips with.

You can do 99% of things right but your customer will judge you by the 1% that is wrong!

For example: You can do everything right in the sales process from the inbound call to the quote to processing the order to making the product to packaging the product and then one of your dispatch team puts the sticker on crooked.

The crooked sticker is how you are judged in the eyes of the customer.

This is one of the tough things about business.

You are only as good as your last day, your last order, your last delivery, your last phone call, your last email, your last paver, your last brick etc!

As human beings we are not wired to be very consistent creatures so to create a consistent high quality experience for your customers is very challenging. But not impossible!

This is the difference between good and great!

The great brands in this world create a WOW experience for their customers over and over again.

Year in and year out.

Once again this is where the value and power of 2 second lean comes in. it is helping us to improve our processes and our quality inch by inch and day by day.

Also GPP is very valuable here too as the daily learning keeps us sharp and hungry to improve and do better day by day.

It means we are never satisfied with “good enough”. For a lean thinker, good enough never is.

As we often say: Good is the enemy of great!

This world is full of businesses and people who suffer from average and mediocre thinking which leads to poor quality and sloppy service. In fact I would go so far as to say perhaps as many as 98% of businesses operate this way.

This is why it is so important to build a fun, strong lean culture.

Banish sloppiness and fall in love with precision.

Precision leads to quality. Quality leads to trust. And trust leads to survival.


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