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#71
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#76
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#77
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#78
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#79
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#80
The Japanese
use Kaizen. What this means is every time they do anything they review
how well it went and decide how to do it better next time. Using Kaizen
they make 400 improvements in their factories every single day. At the
end of the day get an A4 sheet and draw a line down the centre . The left
half head "Helpful "and the right "Unhelpful." Write
the things that got you nearer your goals and the things that kept you
away. When doing my TO DO list the next morning I avoid the Unhelpful
and continue doing the Helpful.- I also get feedback from customers by
asking: "What's the one
thing I can do better next time?"
First the thought
,then the action, in time the habit. My life is full of habits both helpful
and unhelpful. If you need to change why not develop a new habit ? Here's
how: Take the new action for only 21 days and you can do it forever -
one day at a time! Eg stop smoking ,start an exercise programme, study
Etc. Change any negative behaviour or start any positive behaviour this
way.
10% of your
effort will get you 90% of the results. If you're a perfectionist you're
in big trouble because it will take 90% of your efforts to get you the
top 10% of results.
What will delight
your customers in the following areas: Delivery, Service, image, emergencies,
Quality, Pricing, Research and Development. - YOU should not answer these
questions - ask your customers!
Customer perception
is the key to successful business. Sometimes called Mind Set. It is not
what is going on, it's what they BELIEVE is going on that affects their
behaviour. These customers come back through thick and thin or avoid you
like the plague because of something YOU or your staff said or did last
time you met.
Psychographics
is the science of why people buy. Get on a sales course that teaches this.
Customers are
not always right but it's our job to let them feel they are always right.
A recent survey
found 64% of customers lost now shop elsewhere as a result of rudeness
or perceived indifference from staff. Only 19% left for a "much cheaper" price.
The same survey
found it costs six times more (in time and money) to find a new customer
than to keep an old one.
Of 25 unhappy
customers only ONE will complain the rest just shop elsewhere.
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