The Forest for the Trees.

Using resources to their best advantage is a common problem. As a business owner it is difficult focusing my companies efforts for advantage, completely.

One point that we should never forget is that without customers there would be no business. Our goals are simple find a market/markets and service them the best possible way.

Often, these simple goals are forgotten by even the best of us. Let us look at a common problem area:

Customer Service

When was the last time you purchased a product only to realize that it did not fill your needs, wants, or worse yet had quality problems? Rember that incident, yet? How did that Customer Service person handle the problem? Did they provide a soultion quickly and efficiently or did you receive the third degree? A recent experience of mine illustrates this point. After placing an order, the previous day I placed a call to confirm a technical point about the product. After a lengthy period the customer service person determined that my order did not contain all the necessary information. In response to questions from Customer Serivce about how I had been responsible for an improperly filled out telephone order form, I was told that this company did not want my order. Funny thing, that person did not have to tell me not do business with their company. This is called a "No Brainer!"

Statistics show that 24 out of 25 complaints end in loss of the customer. The reason is simple 24 people will not complain, but simply will look elsewhere! This means that there are few chances to take corrective action.

Studies also show that how quickly, efficently handle a problem directly relates to future business. Quick and efficient solutions will result in retaining over 90 % of these customers. In fact, this can even build a sort of loyalty to your company!

We as business owners and workers must focus our energies to solving problems not creating them! Success comes from finding and servicing markets better than anyone else.

Next time you have to deal with a problem keep turn it into an opportunity! This will make the situation more beneficial for all involved!