Business growth either leverages profitable leadership communication. Or it showcases collaboration gaps.
You have heard the expression: “The right hand does not know what the left hand is doing.” How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution?
I recently became “that” disgruntled customer based on lack of leadership communication across the organization.
Yes, I used to be a loyal customer of a particular service platform, which shall remain nameless. And I admit, I unquestioningly renewed my service contract with this company. As a result, over the years, I considered them to be a partner contributing to my business growth, expansion and sustainability.
How much better could this partnership get? Until it wasn’t much better anymore. And then, service delivery degraded over the past few years and became anything but continuous.
Fortunately, the team at One Millimeter Mindset™ has each other’s backs. Even when our partners do not.
As degradation of services became more frequent, I exercised leadership communication. After all, I practice what I preach to clients, too.
And here’s the thing. Even when we select new service providers, we always develop plan B and C. At the same time. Just in case those vendor partners really do not live up to pre-sales promises. In case those vendor partners abandon customers, post-sale, because of faulty communication, processes, and systems.
How many of your own customers develop a back-up supplier replacement strategy, even as they are signing your contract? Even as you are developing and implementing deliverables?
My business growth strategy leverages a profitable leadership communication strategy, with my own team and my clients’ teams. How about yours?
In our playbook, we give partners two “strikes” before they are “out.” Not three. Two. Because these products, services and platforms need to be seamless, flexible, nimble and interoperable within today’s complex, Industry 4.0 ecosystem.
So when another service deliver meltdown occurred last week, it took our team all of 5 minutes and 3 emails to pull their plug. And immediately put our Plan B partner replacement strategy into play. Otherwise, your clients continuously make excuses for the gaps in service quality delivery. Maybe because they got a deal on price or they “like your personality”?
However, business growth in Today’s, Tomorrow’s and the Future’s digitally transforming, highly competitive business ecosystem is not played out according to Yesterday’s rules. It is about leveraging all the customer experience variables impacting business growth.
Profitable leadership communication connects the marketing and sales right hand of the organization with the operations and service delivery left hand. Or not.
Our One Millimeter Mindset™ team chuckled when I sent them a marketing automation message from our now-former, ex-vendor. Guess what! I could register for the opportunity to win $100 off on the former vendor’s products. What an offer!!!!
Seriously. That. Happened. 24 hours after the service deliver meltdown.
Clearly, there was very little communication across the traditional, legacy and often virtual communication abyss between service delivery and business. Obviously, there was zero leadership communication to halt that disaster of a marketing offer to sign up for new services.
And, if that marketing communications campaign was allowed to launch in an effort to acquire new customers in response to mass customer defection from last week’s disaster, well.
What can I say? That old school strategy just does not play out very viably in today’s super connected – and communicative – network of clients. And it certainly is not anything close to what I develop, when collaborating with my own clients.
What is your leadership communication strategy when dealing with operations issues with big impacts on business growth, customer experience and customer retention?
Let’s just say I sent the CEO an email offering him $100 off on my speaking and workshop programs about how “A Profitable Collaborative Workforce owns Business Growth.” Wouldn’t your own organization like to learn more? Can you afford not to?
Instead of trying to fix things yourself, take action! Move one millimeter beyond what is comfortable, towards what is Possible. Today. How?
- Hire me to speak or conduct a workshop at your next corporate or association event.
- Contact me. Let’s create a One Millimeter Mindset™ program that fits your needs.
- Subscribe to my blog. Share your email address in the red box in the right column. Never miss another insightful post.
Babette Ten Haken’s One Millimeter Mindset™ speaking programs showcase how profitable collaboration catalyzes purposeful, innovative personal development and business growth. Develop Industry 4.0 leadership and communication skillsets, tools and strategies for today’s and tomorrow’s digitally transforming industries. Lead a more collaborative, engaged and profitable workforce relentlessly focused on customer success and customer retention. Babette Ten Haken is a STEM design thinker, Six Sigma Green Belt and Voice of the Customer facilitator, forged by her background in new product development, startups, market research and sales. She is a member of SME, ASQ, SHRM and the National Speakers Association. Her professional speaker profile appears on the espeakers platform. Babette’s Playbook of collaboration hacks, Do YOU Mean Business? is available on Amazon.com.
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