In the subject of practice/office management there are so many articles, blogs and books that address the issue of dealing with “change in the workplace” and to be successful you need to continually be changing to keep up with the times. But what if your place of business is doing some things that have been very successful with your product, customers or vendors, should you still look for ways to change? There is something to be said about when you find what works and continue to duplicate it producing the same successful result, not to mess with it. A good example of that would be customer service. If you have happy, satisfied customers you must be doing something right, understand what that is and continue it. You need to remember that people are creatures of habit and do not take too lightly to change, so if you have found what works with your customers, you may not want to change it. That doesn’t mean that you cannot try to improve on your service, but in doing so you might want to ask your customers what they might like, since they like what you do already. I am sure they would be more than happy to give you some insight into additional ways that you could serve them that would be helpful and appreciated. But many times business owners either hear or read about a company that has some great philosophy or culture that has caused them to be super successful and they think if they duplicate what this company has done they will have the same results. Not so true, as no two companies are the same, even if they produce the same product or give the same service. Why? Because the people who make up the company are totally different. Take Southwest Airlines for example, many airlines have tried to duplicate Southwest’s success only to fail because it is the people of the Southwest company that make the difference. If you want to move your company forward find out what it is that you are doing right and continue doing it and find out what it could be doing better and implement it. Ask you customers for their insight as they know what they are looking for and if you can deliver it you will be even more successful to those you serve.
11/2/12
Comments