Momentum - Business to Business Online Magazine MOMENTUM February 2020 | Page 22

FROM THE BUSINESS COACH MIKE HILDERBRAND, BS, MBA ActionCOACH of Galveston [email protected] www.galvestonbizcoach.com DELIVERY MASTERY T hink about it. You frequent a business not only because you like the product they offer, but because the service they deliver to you is what you want, need and expect. Isn’t that right? How often do you return to a business when the service you get is below your expectation? Maybe one more time - because you’re a nice person and want to give them the benefit of the doubt. But if the service they provide is sub-par on the second visit, you probably will find another place to get the product you need. The same is true for your customers. Every time they walk into your store, visit your office or talk with you on the phone, they are evaluating the service you are providing. If your interaction with them is below their expectations, they will begin thinking about how to get the product they need from another source. You must be aware and tuned in to how your customers are feeling about doing business with you. You must “master” the art of delivering great service to your customers. You cannot rely on your team members to do the right thing without having customer service standards that you have specifically designed 20 MOMENTUM for your business. You must take charge of the delivery experience and put in place the processes, tools and methods that will ensure the same high standard of quality is delivered every time. First, you must know your goals for delivery. You must have a good idea of the “feeling” you want your customers to get when they do business with you. This will be the basis for the specific step-by-step processes that you will use to deliver that feeling every time you interact with your customers. What is the feeling you want your customers to get when they do business with you? Next, you must understand the critical elements of successful delivery performance for your business. How critical is having the right inventory available? How important is the look and feel of your business to the impression you make and message customers get? How critical is the quality of the product you are delivering? How does your customer see quality - from the packaging, from the touch and feel, from your website look? How about the tone of voice used when speaking with your customers - either in person or on the phone? Each of these impressions influences the delivery experience that your customers have with you. As the business owner, you must set the standards you expect in each of these areas of delivery. You must define the level of inventory you want to maintain, the cleanliness of your shop or office, the dress of your team members, and the scripts used when answering the phone. Each of these must link together to provide the complete delivery experience your customers are expecting. Your challenge is to define your expectations for delivery, and then make sure they are faithfully met every time you engage with a customer. Hold your team accountable to these standards and you will be well on your way towards Delivery Mastery in your business!