Tag Archives: medium size organisations

Stop employing Managers

Times have changed. The way we work has moved on. I think the role of Manager has had its day.

Unfortunately not many organisations have moved with the times. They’re offering new products and using new technology but  still servicing customers using the same old rules and tired, bureaucratic ways of working.  I don’t believe they can keep up with customer demands by working that way.leader_postit

New technologies have influenced what we do and the way we do it – organisations are offering a huge variety of products and service in ways we wouldn’t have thought of  just 10 years ago. Our customers see the convenience and efficiency of new technology as just the norm and are demanding even more. No longer satisfied with ‘average’ service;  they want more than just their query answered; they want choice, they want personal service.

In order to satisfy your customers I believe you have to focus on your employees. In my opinion they are in the best position to give your customers what they really want.

Stop controlling employees with overly complex and detailed rules. Instead give them the autonomy and responsibility to make decisions resolve problems and complaints themselves. Give them the tools, information and freedom to make decisions.

Stop telling employees what to do.  They are the ones doing the job so make use of the knowledge and relationships they have built up. They know how stuff actually works. They can tell you what works well and what’s getting in the way. You just have to ask. Your customers already (probably) tell them what they really think. Enable your people to use their knowledge and skill and you should see them, and your business grow.

Stop employing Managers to control things. Organisations need Leaders who focus on people. But you don’t just need leaders at the ‘top’ of a company. Everyone should be a leader.  Because Leaders motivate and inspire their people and encourage them to engage. And when employees are engaged they will motivate, inspire and engage your customers.

How many Leaders do you employ?

To hear more on how to create the right working environment and conditions to retain employees with valuable IT/Technology skills, employee engagement, customer engagement or ‘The 3Ease Standard’ and bespoke surveys email michelle@peopleessentials.co.uk; follow us on @peopleessential or sign up to receive our blog/occasional newsletter.

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small is beautiful

When I worked in big corporates we looked down on small and medium size organisations.

big-giant-stepping-on-a-small-company1At that time I’d never even worked in one.

Working in a big company just bred a certain arrogance; we ‘knew’ we could do everything better. We used our muscle to buy more cheaply from suppliers and we could sell more cheaply too – if we wanted to. Our products and services were more easily and readily available. We could afford the latest technology. We attracted the best and most talented people because we offered better pay, more benefits, a  training plan and promotion prospects.

The tide is turning.

Today it’s better to be an SME.

Today being a big company is a problem.

Technology is no longer a barrier to entry, products and processes are more easily ‘copied’.  Small organisations can compete with big organisations on everything from price, quality and in recruiting staff.  And when it comes to customer experience – they’re outclassing them.

Research suggests, even in this climate, that price is not top of the customers wish list especially when it comes to selling B2B.

Customers still want value for money but expressed as a combination of personal, friendly and polite service, knowledgeable and available staff, responsive after sales support and finally price.

Customer service has never been more important to customers (and businesses). The 2012 American Express Global Customer Service Barometer found that 68% of those surveyed in the UK spent more with a company when they had good customer experience.

The best organisations recognise that really good service can’t be achieved by just following a process or supplying a product. That just makes you the same as everyone else. Your reputation for service comes from the whole customer experience and is reliant on the day to day activities of each and everyone of your employees. Successful organisations understand that to deliver consistently good service that wows their customers then they have to wow their employees first!

Big companies have traditionally seen the customer service department as an overhead, the place customers go when things go wrong.  Their emphasis has been on decreasing costs by implementing automated call centres or out-sourcing the function overseas. Their size means that they are slow to adapt to these changes.

Smaller organisations are in their element. They can and are reacting to changing customers demands. They are flexible enough to ensure that everything they do is based around doing the very best for their customers.

Based on your experience, how much do you agree or disagree that each of the following accurately describes customer service in small businesses?

  • 71% agree that small businesses know their business/product better than large companies
  • 74% They understand their customer better than large companies
  • 81% provide a more personal customer service experience than large companies

Considering a small independently-owned business and large company that both provide excellent customer service – which type of company are you willing to spend more with?

  • 48% Willing to spend more with a small business
  • 7% Willing to spend more with a large company
  • 44% No difference

(2012 American Express Global Customer Service Barometer -UK)

Small companies are winning customers because they’re good not because they’re big.

Does your organisation still think big is best?

Do you know what kind of service your customers want?

As an employer are you giving your people the kind of employee experience that encourages, enables and motivates them to provide the best customer experience?

For information on how  3Ease can help you find out what your customers and your employees want talk to michelle@3ease.com / 01635 246214 / http://www.3ease.com

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