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July 2006
Published: 08/04/2006
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"Systems run the business and people run the systems." And absolutely every frustration you experience in your business has a systemic solution. "Every frustration?" you ask. "But my frustration isn't about systems. I just can't find good people." Yet good people are everywhere. Some of them may even be working for you right now. And although they're good, maybe they're not good at what you're asking them to do. There could be several
possible reasons for that frustration: |
When
E-Myth Worldwide was founded almost 30 years ago, it was based
on a single underlying principal:|
Do your employees share your values? Are they performing as you wish them to? Is there a sense of camaraderie and of playing on the same team? If not, perhaps it's time to take an honest look at the state of employee relations and your company culture as it stands today. |
What
do you and your employees experience when walking through the
doors of your business in the morning? Is there a feeling of
tension or indifference?|
Effective businesses do more than survive -- they thrive -- by knowing what to say and do for their clients. But, for many business owners, it takes time to learn these things. The first step is to start listening, to try things out, ask the clients what they want, and slowly build a database of responses and actions that show you, through trial and error, how to serve your clients in a way that makes them come back time and time again. As your business grows, it is likely that you have given more thought to how you would like your customer service experience to be. But have you informed your employees about these thoughts and decisions? Did you guide and train them on how you would like customer service to be done at your organization? If not, they will surely fail to deliver the customer service experience that you expect them to. It is your responsibility, as the leader of your organization, to train them on what you consider to be the "right" way. |
The
manner in which you serve your customers is the foremost way
to either support, or negate, your business growth.—Ask Michael—
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Dear Michael, I would like to thank you so much for going to the effort to write the book I most recently had the great fortune to read. The majority of your clients would be current business owners, one would assume. My situation is a little different, which is one of the reasons that your wise and informed words should more than likely not have had an impact on me. Your book, E-Myth Revisited was somewhat of a watershed, an awakening. That said I am not too certain what I will do with this new found knowledge. And I suppose that is what I am trying to get to. From my perspective, and I am sure that this will come as no surprise to you, many of us are too scared to step out from behind the curtains. To step out on the diving board and take that plunge into the deep world of commerce and business ownership and, more to the point, taking control of our lives and the lives that we want to lead rather than the lives that we accept. Because this process takes risk and with risk comes the fear of loss. And the fear that want others have imposed or suggested about you might come true. People suggesting that I am lazy, that I miss the small detail. Your instruction to write down my primary aim was considered and acted upon. It took me a lot quicker than I thought and I took the approach that this statement should evolve as and if required, all except the thing about what I want to be doing and saying and thinking about at the close of my life. |
Submitted
by Frank on July 13, 2006 |
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E-Myth’s “
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E-Myth Essentials Staff | Customer Service |