For many, February is when we spring back into action. The school holidays are behind us and with our little ones back into the books, it’s time for us to do the same.
With 2020 behind us, this year is all about growing our client base and sustaining the ones we gained during covid. With that in mind, what does it takes for our business to go from good to excellent? What do we need to improve and maintain momentum?
A perfect example is an experience I had sourcing a restaurant recently. Naturally, I headed straight to Google to search for a location in the area, confirm their opening hours and read their customer feedback.
I visited three locations that evening. Why? Because all three did not update their Google My Business and inform potential paying customers, like myself, that they were closed. I was surprised at the lack of attention to detail from these businesses; not just because it was the busy holiday period, but that thriving and engaging customers should be on everyone’s post-covid radar.
After my experience, I asked my Solution Creator Hub Community (if you’re not already in our community, we’d love to have you!) what their non-negotiable qualities were in order to achieve business excellence. With abundance of insightful answers and stories, our community selected these four qualities as their top priority.
Provide a compelling, positive vision with clear goals
In January, we spoke a lot about the power of crafting a positive vision statement and how the exercise can guide help to ensure every aspect of your day-to-day operations aligns with your end goal.
As a business owner, a vision statement keeps you wholeheartedly focused during unprecedented times. As a leader, your vision statement keeps you and your team inspired and motivated. It also helps you to identify the gaps in your business that could be lacking excellence and stopping you from achieving your long-term goals or the flawless customer experience you desire.
When we’re driven by a compelling and positive vision, we are clear on the initiatives we need to adopt, shift or even double down on to create excellence within the business.
In so many aspects of our lives, clear communication is critical. Whether it be verbally, in writing or through our behaviour (such as active listening), the importance of effective communication should never be overlooked.
Internally, clear communication is at the heart of a positive business culture. Communicating with clarity, transparency and empathy between our team crafts a culture built on trust and shared commitment to business excellence.
The importance of clear communications funnels through to our customer experience too. When our team communication is on point, we reduce the risk of hiccups that hinder our excellence. Every team member knows their role within the pursuit of business excellence and like a winning relay team, pass the baton to each other flawlessly.
Within our marketing, whether that be customer acquisition or retention, clear communication also plays a significant role. Clear business communication enables us to acutely define the features and benefits of our business, manage our customer expectations and engage potential new customers to take the next steps within their journey with us. Excellent communicators show up for their audience frequently with meaningful, concise and value-adding messages to share.
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Follow-up and follow through
We’ve all been there. We’ve enquired about a product or service, excited and engaged at its prospect but when it comes time to receive that quote you asked for or brochure you requested, crickets.
By the time you were contacted, you’ve lost interest, or your disappointment has seen you look elsewhere.
The commitments you make to your customers (even the cold or warm lead ones) are golden. Not only do we all expect a timely follow-up, but we expect people to do as they’ve intended, the follow through.
Just like the value of clear communication, follow-up and follow through doesn’t just display excellence at an external level but an internal one too. When an employee has confided in you about a problem or concern, they are facing within the business, they expect you to be proactive with that information. Delaying your follow-up and follow through (or worse, not doing it at all), runs the risk of them losing trust and faith for you and filtering that frustration through to their interactions with customers.
By simply committing to doing what you have said you will do, you’re boosting loyalty in every aspect of your business. You build return clients, satisfied employees and foster a culture of proactive and focused work ethic. From the humble return phone call to wowing your customers with regular check-ins, you’re crafting a powerful reputation of a business that’s driven by excellence.
Select the right people for the right roles
Reflecting on my time as a multi-site salon owner, my goal was to always ensure my employees grew to become better therapists than myself. Why? Because then our clients would start to ask for them and see the idea of excellence within the business as so much more than just myself.
As business owners, there comes a time when we simply cannot do everything.
We wear multiple hats, often all at once, in our mission to ensure excellence is celebrated across the board.
When we bring the right people in our business to fulfil some of these roles, excellence doesn’t need to take a backseat.
When you welcome an employee that is engaged and aligned with the business’s core values and visions, they’re readily committed to continuing the excellence, sometimes even better than ourselves!
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Personal Life Coach, Business Coach & Change Mentor
Hi, I’m Kylie-Ann, it is not the things that happen outside yourself that affect you the most. What goes on inside your head is the most powerful indicator of your success as a person. So, if your thinking becomes clearer and more empowered, so does your life.
Now is a Good Time for Change!
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