It´s time for a quick test.
You are in business to earn a living for yourself, right? To do that, you must focus on:
A) Selling your goods or products
B) Creating policies and procedures that protect you from legal or economic harm
C) Micro-managing everything because it takes too much trouble to train others
D) Slashing costs to improve your bottom line.The correct answer is: A) You cannot make a profit if you do not focus on selling your product. Everything else is secondary. Everything! This means you should build relationships with your customers that will bring them back and cause them to spread positive word of mouth advertising about you. That means you must offer a product or service that they want or need and that you stand behind.
Have you lost sight of the importance of every department supporting the selling of your products? Have you created policies and procedures that hamper your employees´ abilities to sell? Do you so fear being cheated by the one tenth of one percent of your customers that you have created more policies that hamper the customer service experiences of all your customers?
Do you focus on your strengths or do you try to micro-manage everything and everyone?
Do you obsess so much over costs that you fail to allocate enough money to key budget lines like salaries? How´s your employee turnover rate? If it´s high, I´ll bet it´s related to your penny pinching.
Visualize your business as an assembly line with the customer and your sales staff standing at the end. As your widget rolls off of the line, the salesman picks it up, hands it to the customer who walks away with a smile on her face. Her parting words are, "See you next time!" Looking back up the assembly line you can see your finance people, your human resources people, your support people, and so on. They helped speed your widget down the line. They did not impede it. All worked together to deliver the right product to the right customer at a competitive price.
Ask yourself: Are all parts of my business aligned so that they support the delivery of my product or service to the customer? Are they all facing the customer? Are they listening?