Today I’d like you to take a step back and think about not only your customers and what they think of you but also about your organisation’s position within the marketplace.

I’m going to ask you three important questions and you really need to answer them as honestly as possible:

1. If your company fell off the face of the planet overnight would its disappearance impact anyone (individual or organisation) and, if so, what difference would your disappearnce make?
2. If your company disappeared, would your customers miss you? Which ones would miss you most and why would they miss you?
3. If your company disappeared, how long would it take for another one to take your place? And would they do a better job?

The answers to these questions should tell you quite a bit about your organisation. If the products and services you provide aren’t memorable are you really making the impact you want on the marketplace? Shouldn’t you be offering stellar customer service rivaled by none coupled with services that no one else can even come close to offering?

If not, you need to step back, think about your customer service skills (and products) and consider what needs to be changed. You are, after all, in business to survive and succeed. Make sure your customers know you want them to succeed as well. Only then will you really matter.

Thanks again,
Sean

Sean McPheat
Managing Director
MTD Management Training

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