Datos personales

martes, 21 de febrero de 2012

Service is a People thing…


Service is a People thing…
Go beyond numbers and agreements
Go for the Relationship,
The Satisfaction,
The Delightful Experience
You might be changing someone’s life, forever!!!

domingo, 19 de febrero de 2012

Knowing Your Client

What does it take to know your client? Truly? Deeply?


First, recognize that your relationship with your client is a partnership
You are both partners in success. 

Then, ask your client to let you do an internship. Literally... 
Be part of your client organization for a few days. Work for him/her

Know your client's clients... 
and learn about their needs and expectations.
Know your client's worries, 
his/her problems and tribulations...

Be there, be present, be them... and then...
...help your client satisfy the needs and expectations of his/her clients...
Connect, be creative, be a problem solver... 
most of all, be available, trustworthy, and dependable 


jueves, 16 de febrero de 2012

Don't Satisfy Your Client's Needs: Anticipate Them!

What are your client's/customer's needs?
   Whatever helps them perform better, reach their goals, and succeed.
“You can’t ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”
(Steve Jobs)





“If I had asked people what they wanted, they would have said faster horses.”
(Henry Ford)



Therefore... You must discover, design, build and offer what they will really need, before they know, just by knowing them better than they know themselves (their process, their function, their structure, their responsibilities, their future, and all trends related to them)!

    • Know how they create value for their clients.
    • Know their goals!
    • Know what’s being asked of them!
    • Know their processes!
    • Know the skills, competencies, attitudes needed in order to perform in those processes
    • Know their CSF’s (Critical Success Factors)
    • Know their weaknesses! (so you can help them)
    • Know their worries!
    • Know their motives, know their role, know how they measure success…
    • Know their Values!!!
                                            Yes, just know them better than they know themselvesAnd Deliver!!!

domingo, 12 de febrero de 2012

The Experience Is the Service

When talking about serviceThe Service is the Experience, the Whole… it’s not a sequence or a set of isolated actions, elements, or events...
… the Experience will be as strong as the weakest link in the system meant to provide it..

Regarding your Service (i.e. the Experience you provide to your customers)...
    1. What does the “Experience” Look like
    2. How does It Feel?
    3. Which Words do you associate with It?
If you can Describe it, Feel it, Visualize it, then you can make it real for them!
Now… what would you do in order to build that kind of experience for your client/customer?

sábado, 11 de febrero de 2012

Sustainability = Responsibility


Sustainability.
Guaranteeing that you will be here for them tomorrow… it’s your clients' decision, not yours.
So, just be better for them, every day, every time; non-stop; no retreat, no surrender, no rest, no indulgence. 
Sustainability is an act of responsibility. 
Be there, do well, be profitable, serve well, respond... grow, improve, learn, drive change... 

miércoles, 8 de febrero de 2012

15 Traits of a Change Agent... How Do You Measure Up?


    • Proactive
    • Initiator
    • Creator
    • Focused
    • Aligned
    • Motivator
    • Resolved
    • Trustworthy
    • Problem Solver
    • Negotiator
    • Leader
    • Guide
    • Support
    • Coach
    • Communicator

martes, 7 de febrero de 2012

Creating Value For Your Client

A Client is Whoever acquires or gets your good or service, anywhere, any time, by any means.
The Client is the purpose of any organization. As Tom Peters points out: 
"An Organization Is People Serving People. ( Period!)"
In other words: In the end, the very purpose of any organization/department is to serve the client, providing value and satisfying – even exceeding – his/her expectations.
(Remember: Value = the amount the client is willing to pay for a good or service, which should – obviously –  exceed what is really being paid.)
i.o.w.: The value of your service depends on its impact on your client’s goals, needs, results... 
Have you asked your clients how much they are willing to pay for your service lately?
How much are you worth to THEM?
Are you VALUABLE for THEM?