How We Communicate………Determines……..What We Can Accomplish….!

By Sid Chadwick

“The generous and bold…. have the best lives”………Norwegian Proverb

INTRODUCTION:

Afraid to AskLet’s look at the evidence….before we draw premature conclusions --- about mediocre profitability:

  • Has Senior Management…. personally met….our top 10 customers….in the last year….to discuss how we might improve what they receive from us…?
  • Is our Cross-Training Program in writing…. posted on a Manager’s office wall --- where everyone can see their individual…..upcoming schedule…?
  • How much of our major Press Equipment has been reviewed for how much it’s costing us --- from lack of proper maintenance…? How does its productivity --- compare to today’s most productive models…? What’s that costing us…each month…..each year….?
  • Do we know our “Estimating Hit Ratios”…..individually…..or….as an organization….or….. by Product Profile…….or….by Customer?
  • Why is it we don’t have a Request for Estimate Form --- that guides our Reps and CSR’s --- for obtaining more complete information…?
  • Why do our Quote Letters… look similar or nearly identical to….our competitors Quote Letters…?
  • What’s our written Plan to reduce our “Open Press Time”…? Who’s following-up…?
  • When was the last time we allowed a Major Customer Survey to be conducted?....Did we follow-up all the leads... from Customer feedback…..…?
  • How many of our current customers --- have never visited our Plant? (How often do we hear, when they do take a tour…..I didn’t know you did that…?”
  • How many of our Production Supervisors….have been on a Joint Sales Call --- this year…?
  • How many of our CSR’s….have been on a Joint Sales Call….this year? Last year…?
  • What does our Customer Education Program look like? Do we have a Customer Education Program…..? Do we educate our CSR’s and Sales Reps ………….before we educate our Customers……?
  • How many “Thank You Notes” to Customers….Employees…..or Suppliers….were written and mailed….this month…? This year…? (Is anyone receiving….too many…..“Thank You Notes”…?)
  • What do you Celebrate…?    (Do you celebrate….anything…?)

SUMMARY:

If you are not in the midst of constant change…..and performance improvement --- throughout your company --- you should be concerned.

What do your customers like most …..about what your company does for them……and do your employees know what “that” is….?

More specifically, “What are you doing to communicate to your customers and prospects…. the economic benefits your company provides …….?”

“People are much less likely to resist… change…..when they’ve had a hand in shaping it.”………..Harvard Business Review, March/April 2018

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