More importantly – WHAT DO YOU TELL YOUR CUSTOMER?
We all know in today’s business world, there is no perfect day. There is no perfect Customer-VAR-Manufacturer relationship.
It’s like a long road trip! There are often bumps in the road, small detours we must take, delays, and yes sometimes even total breakdowns. But we are determined to make that relationship work! We disguise the bumps, make the best out of a detour, utilize the delay for other tasks,and when the breakdown occurs, we rush to repair and get right back on the right track.
So… what do you do when you finally realize – this is NOT working! It is not working for you, your business, your staff, and most times… your profitability.
For those of us in business for many years, we continue!
We let our business processes suffer, we let our staff suffer, we let our reputation and profitability suffer! We cover up for others and keep moving forward at any cost.
All of those are costs of doing business. Should they happen? – NO. Do they happen – YES. But in the end, who is REALLY suffering from those decisions to continue. You, your staff,your reputation, your wallet? Of course … but most of all – YOUR CUSTOMER! As responsible business leaders, we cannot allow our customers to be affected in such a manner.
Many of us have built our reputations being the company you can trust. The company with the expertise. The company who will tell you the best advice they can provide. If your customer asked you about this topic, would you tell your customer to proceed or fix the issue?
We owe it to our customers to STOP and address the situation. Bumps in the road are one thing, total derailment or crashes which affect the customer long term are another. Are you truly getting them to their intended destination?
Know when to stop, know when to make changes, and know when to simply have the integrity to tell your customer the truth. “Maybe this wasn’t the best fit. But let us help you find the one that is!”
THAT is our job as business leaders! Develop honest, open, relationships with our customers and engage them in even the toughest decisions. Perhaps even when to walk away….
Are you dealing with an issue like this? Are you at a point where you can no longer put your “passengers” (customers) through the risk of another “accident”. Business decisions are tough! But our customers depend on it – bet yours do too!
TeamAutomation is a business coaching , consulting and contact management organization that works daily with clients to achieve successful and sustainable business growth by applying this principle as well as many others. Let us know what you do to build your business or how we might assist you if you are currently dealing with a situation like this.