What does Your Word have to do With Value in Your Business?
March 16, 2010 by Mary Ellen · Leave a Comment
Measuring excellence seems like a low priority when short term survival is in question.
In today’s economy, firms are stretched thin: thin margins, short staffs and impossible deadlines.
Defining target customers works as far as it goes. The problem is the difference between targets you seek and the ones you take?
While the black and white answer comes easily in print, in practice it may not be as seamless.
Benchmarks in marketing, sales and finance make the difference. Each of these elements play a part in your success. Your definition now makes future decisions easier.
If the question is, “Do I miss a deadline or hire an additional contractor?” both marketing and finance come into play.
As a service provider, for example, my customer service dictates the success of my business. Hiring an additional contractor may shave margins this month, yet save a customer for the future. This type of short-term sacrifice for longer-term gains relates to personal value choices.
We’re all familiar with those who say anything to get the order: the web designer who tells you the site will be up tomorrow and then disappears for two weeks, or, the trainer who accepts a series and then takes another, better-paying position that conflicts with the first.
If the question is, “What does your word mean?” clarify the process with boundaries. Impossible promises such as “Sure, I can have the proposal by this afternoon,” do little to win additional business or even respect.
Examine the question before it becomes an issue. Boundaries to consider include any promises you’ve made in person, on voice mail, or in writing:
“We return all calls within two hours.” (NOTE: If, during a rough week you take a longer time to return calls, do you change the message or do you simply run out of integrity with your word?
“Your appointment time is x.” A coach I know explains that appointments are non-negotiable. She answers the phone even if she’d prefer to be quiet. She’s on. Her business must move forward.
“I’ll deliver the proposal on Tuesday afternoon.” If you can’t make the deadline, do you call ahead to move it? And, if you move the deadline, what then?
When does a boundary become a moving target? (I blog three times a week. I check social media three times a day. I publish one newsletter a month.)
And, when does that moving target impact your credibility?
Your word is your brand, one of your benchmarks. How does the reality of your word impact your business?
Search
Recent Posts
Categories
Useful Links
Archives