How do we make our customers/clients happy? It is whenever we give them EXACTLY what they want. Not what we want and definitely not what we want them to want…but what they truly want. And how do we achieve that in our team?
Here are the 4 roles we must establish:
Leadership role – Identify the “Good Enough Spot” in every aspect of our business.
Marketing role – Establish clearly understood “covenants” with your customers/clients.
Management role – Translate that covenant into processes/SOPs.
Supervisory role – Enforce these processes.