Delight Your Customer!

Marketers love to use the expression “Delight your Customer” … and what does it really mean?

 As a consumer how often are you “delighted” by the level of service you get?  Have you become so immune to average service that you don’t know or expect Awesome Service?

Your business has competitors all around competing for your customer’s attention and their dollars.  The best way to attract and retain loyal customers is to create ways to delight and amaze them.

So how far do you have to go?

Because so few businesses manage to delight their customers, you only need to start in a simple way.

Take the client who bemoaned the fact that, because of his tight cash situation, he couldn’t welcome new clients with Moet!  I suggested a nice quality Aussie bubble would still delight the new customer as it is unusual and none of his competitors does it.

Once you have established the ways to ‘delight’ your customers empower your entire team to carry it through and regularly review how you do it and be prepared to 'up the ante'.

Anthony Davis

Change the People or ... Change the People!

Change, for most people is a struggle. Consider this statement being used in a very large company about its people:

Change the People or … Change the People

When you think about it, the first Change is the best for the business and the team, if it can be achieved. It is likely that the person in question has value to add to the team in some way. If the Change that is desired can be effected, everyone wins.

Much of this ‘Change’ can be addressed by being very clear about what you require. Documents such as Code of Conduct and Role Descriptions and regular staff Performance Reviews or Appraisals will result in Change ... either of the two above!

Be aware of the Kiss/Kick Principle. When a Kick ("and this is very bad") regularly follows a Kiss ("you are doing this really well") the recipient is likely to become cautious of compliments and wait for the Kick to follow.

The Kick/Kiss principle is best so that a Kiss on its own is accepted for what it is.

Anthony Davis

Your Life's Purpose

Your Life's Purpose

Have you ever thought about your life's true purpose?

Having a purpose gives you a reason to get out of bed on those early mornings, to stay fit, to eat healthy and to put in that extra effort that can make all the difference.

Without a purpose, you may drift around. Your purpose is as individual as you are. It may be: to experience as many thrill seeking highs as you can in life; to serve others to your best ability in your chosen field; or, to simply be the best person you can be. Not only do most people not know what their purpose is today, it can change throughout their life.

So why are you involved in your business?

Until you sit down and really think about your purpose and what you want from life, then it's like playing darts without a dart board. It makes it pretty hard to hit the bulls-eye.

Being clear about your Life’s Purpose creates the opportunity for you to gather all of the skills and all of the support needed to get you to where you are going.

Anthony Davis

Australian Institute of Building Surveyors - Presentation Thanks

Anthony recently presented the topic "Live by Price ... Die by Price" at the Australian Institute of Building Surveyors Conference Chapter QLD/NT 2013. Their letter of thanks and appreciation can be read below: