Note: This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive!
This week’s focus: make it easy and simple
One of the lines in my “why” I’m in business statement is:
ease and simplicity replace frustration and complexity
If something in your business is frustrating and has far more complexity than it should, the one question you have to ask yourself is when are you going to tackle that issue so you can create ease and simplicity for everyone impacted?
I helped a client with a front-end sales process for a highly-configurable product. It would take 1-3 hours on the phone to configure, price and quote a customized product. The CEO said they’d been living with this issue for 20 years. The pain wasn’t just on the customer side. It would take months to train new sales people to handle those calls.
Which areas should you consider for making it simple? Any customer facing area that has either more frustration or complexity than it should. Where are customers experiencing pain dealing with your company?
- Getting quotations
- Booking orders
- Executing orders correctly and on time
- Post-sales customer service and support
- Ensuring that any and all customer expectations are properly set and met
If you take action to eliminate important areas of frustration and complexity with ease and simplicity, this will accelerate your company’s growth.
Thought for the week:
Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com
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