Shaken Not Stirred

Over the last few weeks I’ve been disruptive! I’ve been challenging too. I’ve even been slightly confrontational. Everyone in our team has known about it because I have examined and analysed our beliefs, values and attitudes, then questioned how genuinely passionate we are about them.

In a recent blog I mentioned working with a professional business coach who helped me rediscover my motivation. On reflection I realised we had lost ground in actualising our business plan. We really needed an injection of new energy and enthusiasm to regain our momentum and start attracting new corporate clients again.

As the Managing Director, I  have re-assumed my position as the person responsible for tackling difficult decisions and I have started shaking things up. The kick start has occurred and I’ve begun by bringing forward future plans that reorganise part of our structure and our culture.

Reorganising before gaining new customers is a risky strategy because it involves cost. Furthermore in the current climate, taking risks is not for the feint hearted. But without such risks or a firm belief that things can change, I don’t think they will! After all, whoever achieved anything great by staying in their comfort zone?

First Impressions Count

Suppose you work for a manufacturing company with a £30 million turnover. Your biggest foreign customer is coming to visit. The factory manager sends an instruction to every member of staff ensuring the plant is spotless and super-efficient. Now ask yourself, when does your customer form their first impression of the plant, its manager, its staff and its products? 

We recently came close to attracting a new customer. They were using a taxi firm to shuttle their visitors but faced some issues with drivers finding simple locations. I visited the buyer and quoted for the work. In the process I explained how we differ to a taxi firm. I didn’t stress the benefits too heavily as the customer already knew the quality concerns connected to a taxi company.

It was frustrating to learn the customer finally made the decision to place their business with yet another taxi firm. They based that decision on price and price alone. It was even more frustrating to realise the customer had not considered the time savings our booking system delivers, how easy our invoices are to process and how reliable our service is. It all means fewer distractions for the people inside their organisation.

I suppose the only saving grace is, the customer knows who we are; what level of service we provide and we will not compromise on quality. Maybe we just have to wait and see how long it takes for the taxi company to reflect their compromise? Especially when meeting their most important client at the airport?

Growing – Step One

In any business, there is just one thing you need in order to grow. It is really simple. So simple it is astounding! You just need more sales!

In our modern day world of electronic gadgetry and extreme convenience, it is easy to become embroiled in a society where people coexist but rarely do they actually engage with each other on a sincere and personal level.

Imagine how hard it is to connect with someone as soon as you speak to them for the first time on the telephone - especially when so many people have already rang that day trying to do the same thing in a sales call.

Luckily, we consider people as individuals. It is why our service is so highly regarded by our customers. The challenge now is if we can convey that sincerity and true value of service in just thirty seconds of a phone call?

Back On Track

Come in. Take a seat. Make yourself comfortable. Would you care for a drink? Ok, so tell me, what is on your mind? What is bothering you? – What if you could change the situation? How would it look then? Would you feel better?

Over the last couple of months, I’ve worked with a business coach to address some concerns surrounding our lack of progress when gaining new business. We had a few sessions before something clicked. It was just like stepping out of a car, looking back down a road and analysing the last few miles of a journey.

I suddenly realised that the brick wall I had been staring at and focussing on was not going to move. Furthermore, it dawned on me that continuing to look forward through the windscreen was not the right solution. Instead, it was simply time to engage reverse, go back to the place I made a wrong turn and continue the original journey.

Sometimes it takes an external pair of eyes to help view a situation differently. Their assistance in gaining new perspective though can be immense. The result is, I’m back on track, back up to speed and not only rediscovering my true passion but also appreciating just how much it means.