“As our work becomes more about technical execution — we get further and further away from the reason that we’re in business anyway’s — which is to improve lives” — Jeanne Bliss
The Road to Hell is Paved With Good Intentions
Most companies are born out of the fervour of the enterprise proprietor to resolve an issue. Usually, this drawback comes out of a private frustration with the way in which issues are performed and generally there’s a “whack-on-the-side-of-the-head” second that asks “What if…?” An organization is born and if all goes properly, it begins to develop; you rent folks, possibly you add a location or two and the subsequent factor , overwhelm units in.
Too typically, issues get somewhat unwieldy, and inside the need to really serve clients, companies get right into a kind of cycle of complexity. You develop tips and insurance policies and earlier than it, the shopper finally ends up on the shedding finish of the deal.
In her newest ebook, Would You Do That to Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers. Jeanne asks us to take a step again from all the forms and take into consideration the myriad hoops we’re having our clients undergo by posing the straightforward query — “Would you do that to your mother?” and if the reply is “No!”, then it’s time to take a more in-depth take a look at these techniques and processes that we created to make OUR lives simpler, however that as a substitute, made our buyer’s lives far more tough.
Jeanne has spent a number of years trying to find tales and real-life examples from firms of each measurement to encourage you and excite you about the potential of not solely making what you are promoting extra buyer pleasant however making you and your groups and staff really feel such as you’re doing one thing that might make mother proud.
Join The #MakeMomProud Movement
Rather than simply writing a ebook and speaking in regards to the concept of constructing mother proud, Bliss has launched a complete motion based mostly on this concept.
Just head over to Make Mom Proud the place you’ll get the chance to share your personal story about your mother and the way she’s impressed you in your work. In the gallery, you’ll see dozens of examples from all around the world of enterprise house owners and managers similar to you.
How to Become a Make Mom Proud Company
As you learn via this ebook, you’ll end up aspiring to be a Make Mom Proud kind of firm (regardless of how massive or small what you are promoting). Bliss gives just a few useful ideas:
- Strive to be buyer centered, as a substitute of firm centered. In your efforts to create an environment friendly course of, it’s possible that you simply’ve left clients’ experiences within the mud. Start together with your clients’ life as a central level of contact. Think again to the beginning of what you are promoting and your mission to enhance lives. This easy place to begin will affect the way you talk, prioritize and function.
- Open your self up to change. Rethink what you’re doing and the way you’re doing it. If you haven’t performed this shortly, stroll your clients’ journey via what you are promoting; name to set an appointment, get a quote, resolve a problem. Go over these tips and guidelines you created that have been designed to “protect you” from clients and take into consideration how one can create an atmosphere the place you’re in partnership together with your clients.
- Trust your staff. W. Edwards Deming, a publish WWII engineer, statistician and high quality skilled opened our eyes to how staff do the perfect they’ll with the techniques they’ve been given. Trust your staff and enroll them in creating techniques that take into account the shopper in addition to the corporate.
Who Should Read This Book
While you’ll see loads of massive firm examples on this ebook, don’t assume that this can be a ebook written for company and massive enterprise leaders. The ideas on this ebook are perfect for small companies — when you are nonetheless small, nimble and manageable.
If you’re in a administration place and even in advertising, you’ll get fantastic concepts from different companies that you could simply incorporate into your division. And don’t fear, these received’t be large adjustments the place you’ll have to request budgets or approvals.
Here’s only one instance of an organization that did it WRONG!
On web page 188, Bliss tells the story of Jeanine and Buddy (her canine). When a pet retailer opened up in her neighborhood, Jeanine shortly went and signed up for a loyalty card. For years, she bought Buddy’s meals, nutritional vitamins, toys and different merchandise from this retailer. She additionally used their pet grooming companies often. On her 105th go to to the shop (for her grooming appointment), she arrived 7 minutes late and was informed that that they had moved on and that she had misplaced her appointment.
Regardless of what insurance policies and procedures this enterprise had, it wouldn’t have taken a lot for the staff to acknowledge Jeanine as a loyal buyer provided that she was a well-known face. A easy good day may need performed the trick or possibly somewhat latitude or lodging for an everyday buyer. None of those actions are costly and but they make all of the distinction.
A Little About Jeanne Bliss
Jeanne Bliss pioneered the function of Chief Customer Officer at Lands’ End. She’s been an advocate for buyer expertise and bettering buyer’s lives for greater than twenty years. She’s labored with Microsoft, Coldwell Banker and Allstate company the place she has pushed achievement of 95% loyalty charges. She’s the founding father of CustomerBliss and has consulted with dozens of world firms. She’s additionally a finest promoting writer of a number of books;“I Love You More Than My Dog”: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad and Chief Customer Officer 2.zero: How to Build Your Customer-Driven Growth Engine.
Would You Do That to Your Mother is a superb ebook for enterprise house owners, entrepreneurs, and managers who’re prepared to stand out in a sea of sameness. Each chapter has tales, case research, and proposals for the way to flip what you are promoting into one thing your mother could be pleased with.