Don’t Overlook This Powerhouse Duo

“Don’t Overlook This Powerhouse Duo”

Abbott & Costello … Simon & Garfunkel … Frodo & Sam ... bacon & eggs (or bacon with anything!) … Scooby & Shaggy.

What do they all have in common?  They were/are famous duos, forever linked as partners who achieved more success together than they would likely have achieved alone.   They could have existed independently, but it was together that they made the magic happen.

In the world of business success, there is another famous pairing that any organization should always strive to pair in perfect harmony: “high-tech & high-touch,” as identified by business guru John Naisbitt in 1999 during the infancy of the technology revolution.

Much has been written since then about the importance of bringing technology solutions to both corporate and small-town America.  Many say that if you do not have a web presence or branding nor use website analytics, online tools, social media or email & digital marketing, you are quickly being left behind your competition.  Significant money and effort are being poured into these high-tech tools.

While these efforts prove fruitful, success will be magnified when complemented by high-touch solutions such as strategic planning, customer service excellence, performance training & coaching, and feedback monitoring.  These and other high-touch efforts that focus on personalizing your high-tech efforts will turn your organization in a dynamo that delivers on its promises and exceeds customer expectations.

Consider your answers to just these question:

•      What would you say are the core values / brand of your company?
•      What are the biggest challenges facing your company?  How do know? 
•      How do you “make your customers’/clients’ day?”
•      How are your new employees oriented & assimilated into your company culture?
•         What on-going training processes/program(s) are currently in place?  

Provide high-touch solutions to reinforce your current or future technology tools and on-going coaching to address future needs. Together they will bring out the very best in any company!

High-tech tools – good. High-touch solutions – good. High-tech + high-touch – a dynamic duo!

Customer … Or Client?

“Customer … Or Client?”

Who do you want to have: customers or clients?

“What is the difference,” you ask?

By definition, a customer “buys goods or services from a business,” while a client“ is someone who engages with the services of a professional.”  

A customer “buys” from an entity or organization; a client “engages” with a professional person.

A customer is often one-and-done, laying down their cash money for a specific thing and leaving, while a client returns time-and-again because his/her needs are met (even exceeded) by the expertise of the service professional.

A customer may never return again.  A client values your brand, service, and knowledge, and will drive across town past many other options.

How do you tell if your buyer is a customer or client?  

In almost every case, you won’t know your buyer’s mindset.  They may ask “Where do I find the widgets?” or say, “I need your help determining which widget is best for me.”  The first is looking for a product, while the second is seeking your insight and guidance.

What you can control is whether YOU look upon your buyer as a customer or client.  If you reply to “Where do I find the widgets?” with “They are in aisle 12,” you possess a customer mentality.  If instead you ask,“What specific type of widget can I help you with?” or “If you don’t mind me asking, for what type of project do you need a widget?” you are definitely client-focused.

If your first response to “I need your help determining which widget is best for me” is “They are aisle 12.  If you need help, just come and find me” and walk away, you are almost certainly customer-oriented … and odds are that not only won’t he/she buy from you, but she/he’ll likely never come back again – and tell 10 friends about that less-the-satisfying experience!

There are many things you can do to build a loyal, highly-satisfied, tell-my-friends, return-business client-based culture.  Stay tuned for more advice in future posts.

Hope you’ll come back again! Thanks for reading.