Excuse the slapstick irreverence, but it is sobering to observe how few businesses, with the best intentions at inception meander so far off track from their initial noble goals of providing awesome service, garnering not only happy clients but raving advocates of their experience and more repeat and referral business than they can handle. What happened?
Any of us who have started businesses from scratch can relate to the above and yet how many of us truly feel compelled to shout from the roof tops our awesome service experience with more than a handful of the hundreds we deal with annually?
There are so many software programs that now allow us to track almost everything. Almost? There’s a black hole or massive blind spot that the majority of business owners ignore. So what is this missing ingredient?
Our lazy language leads us to using descriptions such as ‘numbers game’, and ‘key point indicators’ and the ubiquitous ‘return on investment’ These are corporate perspectives, however culture needs to be injected because ultimately people crave something more than perfunctory service and ‘best price possible’
So what is this magic ingredient that we so crave?
There are few things that will elevate a business faster and utterly transform its identity with its participants than ‘care factor’
Mission statements are often written by wordsmiths with best intentions, only to gather dust and cobwebs, when not translated and consequently embraced by the team.
Care factor is not something we measure. Care factor is something we feel from the head down and spread virally to all those we come in contact with, employees, prospects, customers and affiliates.
Care factor works when it evolves into more than a strategy. There is nothing more authentic and therefore seductive to us than genuine caring. When we care we are forgiven for over sights and mistakes. When we respond to objections and complaints with sincerity and tangible concern it is palpable.
How do we manifest this philosophy in our businesses? Presumably we treat every interaction, client, prospect, employee, debt collector or disgruntled and unreasonable associate as a person that we actually care about. It may feel counter intuitive to look at the world through the lens of another but when we get it right the pay off is extraordinary