How easy is it for your customers to find and engage with your company? Does a real, live person answer the phone, or are customers greeted by an artificial intelligence system that can only respond if the caller asks questions exactly as programmed? What does a customer feel and experience when they enter your company?

To make life easy for your customers, you need an aligned, clearly defined structure; a set of timeless, guiding principles; and a consistent way of conducting business.

So let’s define each of those.

• To have an aligned, clearly defined structure, you’ll need to have absolute clarity of responsibility for each member of the team, which leads to solid ownership. When you own something, you are more likely to pay attention to it. That leads to consistent results.
  
  
• Your company’s core values are your timeless, guiding principles. Core values define your culture. They shape the way team members treat each other, treat their customers, and treat other stakeholders. When every member of your team represents your company’s culture, your customers will get a sense of your culture when they interact with you.
  
  
• You create consistency throughout your company by documenting your company’s core processes. Core processes are the conceptual sequence of events that enables people in a business to do what they do. If everyone is doing things their own way, chaos ensues.

As you scale your company, I encourage you to change hats periodically and assume the persona of your ideal customer. Stand above your company. Look at it as a customer might, and be sure to consider their perspective.

I’ll see you in two weeks when we discuss how to surpass the competition.

If you’d like to learn more about facilitating engagement between your customers and your company, I’d be happy to help. Please fill out the form below to get started with a free consultation. We can find a way to make sure your customers have a positive experience with your company.

This week’s blog is the first in a four-part series that will focus on accelerating your company’s growth in your distinct marketplace.

Our starting place is a reminder that you must first define your ideal customer. Chances are you’ve heard the phrase, “you cannot succeed trying to be all things to all people.” I included the saying here because while we may have all heard it, we may not have necessarily heeded the advice.

Customers have a wide variety of expectations when it comes to purchasing products and services. Some customers select expensive products and services believing they reflect the value of the company. Others may focus on product or service innovation, reliability, or world class customer service. I expect you can add to this list as you think about your customer base.

It is crucial that you identify the unique value that only your company can provide to a defined market.

The first step is to define your ideal customer’s psychographic. Think about what they appreciate, what they value, and what motivates them. Then focus on defining how your company can deliver to the psychographic most important to your customer segment.

This doesn’t mean you can ignore the remaining characteristics of their psychographic. However, if you want to be a leader in your market, I encourage you to focus on providing amazing levels of one particular value while being excellent at the other value disciplines.

Let me wrap this one up with an example. One of my information technology teams knows that their customers value customized software packages with features that cannot be easily replicated. While that is where this team excels, they also address their customers’ appreciation for responsive customer service, reasonable turn-around times, and a close, working partnership. They have a very loyal customer base that is quick to refer them to other companies who will fit the team’s focus.

The particular value your company decides to offer defines how you think about your business. It will shape your operating model. That is where we will resume the discussion in two weeks.

Are you interested in accelerating your company’s growth in a specific marketplace? I can help. Please fill out the consult form below and we can start with a free consultation. We can discuss your operating model and work to improve your business!

I am a former technical rock climber, beginning the sport when I was 12 years old. As I learned new skills and climbed increasingly complex routes, there was always a quest to find the next mountain. I eventually climbed three of the seven summits.

What does that have to do with leadership teams? A lot. Looking for the next mountain is metaphorically the same as a leadership team having goals that are far bigger than their present capabilities.

Entrepreneurial leadership teams spend considerable time envisioning, creating, and growing their companies; honing their skills; deciding what works and what doesn’t work; and identifying their true north. They may work alongside a mentor or engage with a business coach to ensure they have the support, guidance, and tools necessary to achieve their dream.

People who climb one of the seven summits cannot celebrate their accomplishment by lingering at the top. They need to high five each other, and then get off that mountain before it gets dark, or a snowstorm arrives. So much for celebrating what took years and considerable effort to accomplish!

The same is true of leadership teams. It is imperative for the entire company to celebrate big wins, like meeting their annual goals. Everyone worked hard, pulled together, and summoned all their expertise and know-how to create a great experience.

But don’t linger there too long. Your team has work to do to make your company’s future bigger than your past.

If you’re interested in collaborating and training together to reach the top of your leadership mountain, I’d love to help. Please fill out the consult form below to request a free consult call with me. We’ll talk about your summit, the challenges in your way, and map out a path to get there. Together we can define the right route to begin your climb.

I was a member of Strategic Coach for a time. It was an invaluable experience to elevate myself and my business while connecting with entrepreneurs from multiple industries. I added an entire toolbox of strategies and tactics to my business, and I left every workshop with new phrases that resonated with my work with leadership teams.

One of my favorite phrases is “batteries included”. The reference is, of course, to the toys we all put together for our kids, especially on Christmas Eve, that didn’t have batteries included. Hence, the toy did not work and there was no time to run to the store.

When it comes to the world of entrepreneurship, the phrase refers to your employees. “Batteries included” means they understand, desire, and have the skills to become a member of your team.

The person thoroughly understands the responsibilities of  the seat. They understand the purpose of the seat, the unseen nuances of the seat, and the impact the seat has on the rest of the company.

A person with batteries included truly looks forward to doing what  the seat needs them to do.

How do you know if someone  comes with “batteries included”? Here are a few indicators:

• They fit  the company culture.
• They are willing to be measured and held accountable.
• They want to succeed.
• They are vulnerable enough to ask for help.
• They see opportunities, not problems.

So, look around your company. Did everyone come with “batteries included”?

Interested in learning how to better identify a strong employee? We can work together. Please fill out the consult form below to request a free consultation with me. Together we can brainstorm ways to better your company for years to come.

How much effort do you invest in identifying how you like to receive and share information? I have found that one of the basic tenets of clear communication is to know our individual preferences.

Why?

Because then we can share them with our colleagues, which will prevent misunderstandings, eliminate confusion, and lead to clarity.

Here are six fill in the blank phrases for your consideration, including some ideas designed to get your creative juices flowing:

1. The most effective way to communicate with me is:
   
   
2. The least effective way to communicate with me is:
   
   
3. My favorite way to give information is:
   
   
4. My least favorite way to give information is:
   
   (Ideas for questions 1 thru 4 are email, face to face, text message, phone, bottom line, lots of detail, lists, and diagrams)
   
   
5. The best time to communicate with me is:
   
   
6. The worst time to communicate with me is:
   
   (Ideas for questions 5 and 6 are time of day, last minute, in advance, scheduled meetings, and on the fly)

This is not a pop quiz. There are no right or wrong answers, only ones that are specific to you.

Take some time this week and think about these questions. You may find that identifying and sharing your communication preferences with your team will make life a lot simpler!

Looking to further develop your communication skills? I can help. Fill out the consult form below, and we can schedule a time for a free consultation. Together, we can find ways to help you better communicate!