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Posts tagged ‘Service’

9 Inspirational Lessons from Steve Jobs

8 Lessons from Steve Jobs

8 Lessons from Steve Jobs



10 ways to become more customer focussed

10 ways to become more customer focussed

In the free-enterprise system, the customer is king. Those who please the customer best win.  The same is true with internal customers. Those who please them most will win. Winners are always customer orientated and responsive. Here are ten actions to help your organisation become more customer focussed.

1. Keep in high-quality touch. Pleasing the reasonable needs of customers is fairly straight-forward. First you need to know what they want and expect. The best way to do that is ask them. Then deliver that in a timely way at a price/value that’s justified. Find ways to keep in touch with a broad spectrum of your customers to get a balanced view: face-to-face, phone surveys, questionnaires, response cards etc.

2. Customers complain; it’s their job. Be ready for the good news and the bad news; don’t be defensive, just listen and respond to legitimate criticisms and note the rest. Vocal customers will usually complain more than compliment; you need to not get overwhelmed by the negative comments; people who have positive opinions speak up less.

3. Anticipate customer needs. Get in the habit of meeting with your internal or external customers on a regular basis to set up a dialogue; they need to feel free to contact you about problems and you need to be able to contact them for essential information. Use this understanding to get out in front of your customers; try and anticipate their needs and provide them with positive surprises.

4. Put yourself in your customer’s shoes. If you were a customer of yours, what would you expect; what kind of turnaround time would you tolerate; what price would you be willing to pay for the quality of product or service you provide; what would be the top three things you would complain about?

5. Think customer in. Always design your work and manage your time from a customer in, not from you out.  Your best will always be determined by your customers, not you; try not to design and arrange what you do only from your own view; try to always know and take the viewpoint of your customer first; you will always win following that rule.

6. Create an environment for experimentation and learning. One principle of these techniques is to drive continuous improvement. Never be satisfied. Always drive to improve all work processes so they deliver defect-free goods and services customers want. Don’t be afraid to fail.

7. Look at your own work habits. Are they designed for maximum effectiveness and efficiency for your customer or are they designed for your comfort? Is there room for some continuous improvement? Are you applying the principles you have learned to yourself? Remember, this is one of the major reasons why these efforts fail.

8. Think of yourself as a dissatisfied customer. Write down all of the unsatisfactory things that have happened to you as a customer during the past month. Things like delays, orders not right, cost not as promised, phone calls not returned, cold food, bad service, inattentive staff, out of stock items etc. Are any of these things happening to your customers?

9. Think of yourself as a satisfied customer. Write down all of the satisfactory things that have happened to you as a customer during the past month? What pleased you the most as a customer? Good value; on-time service; courtesy; returned calls?  Are any of your customers experiencing any of these satisfactory transactions with you and your organisation?

10. Play detective. Be a student of the workflows and processes around you at airports, restaurants, hotels, supermarkets, government agencies etc. As a customer how would you design those things differently to make them more effective and efficient? What principles did you follow? Apply those same principles to your own work.

Thanks to William Montgomery of AskTen for this piece on becoming more customer focussed.

In business, we all need to be reminded from time-to-time that ‘the customer is king’! It is all too easy for some employees to see your customers as ‘an interruption’ to their day!

Regular sales/staff meetings (ideally morning meetings before the day begins) are a good opportunity to get the staff on board and re-iterate what it is the company is trying to achieve, and what rewards this may mean for the employees if they do their bit (commission, bonuses etc for hitting targets).



Some years ago THE business guru was Tom Peters, through his books such as “In Search of Excellence” and “A Passion of Excellence”. One of his ideas was the concept of “Management by Walking About”.

How often do you spot something that needs doing and then forget about it? How often do you put something right yourself?

How often do you delegate by telling a colleague precisely what needs to be done?

How about a different approach? Look at your premises, outside and in, with a fresh eye. What needs to be done? If a light bulb is out, tell the manager, or whoever is senior in the office that a light bulb is out. If a window card needs changing say “A window card needs changing”. Don’t say which one and don’t fix it yourself. The aim is to get others to look with a fresh eye too. Note down when you say something and record how long it takes to be put right. Later, comment on the time taken.

It is right to lead from the front, but the trick is to ensure that everyone on your team shares the passion to be the best and strive for it just as you do.

Get a friend to look at your premises and comment frankly on the good and the bad. People who work in a place every day don’t notice gradual change. Familiarity breeds apathy.

In front of the negotiators’ desks do your guest chairs have arms or not? No arms on chairs cause people to fold their arms and put up psychological barriers to discussions. Arms on chairs help people to relax and be more receptive.

With the closures of businesses the secondhand furniture places have bargains available. Is it time for a freshen up?

When did you last change your Fluorescent light tubes. You know that they lose brightness with age, don’t you? Has the change been so gradual you haven’t noticed? They should be changed after a year. Change a couple and see the difference!

Could this principle apply to your housing stock too?

How about a drive around to see what could be done to enhance the properties you have for sale? Are all the “For Sale” boards in the best location and as visible as they can be? Are the gardens tidy, hedges trimmed and paths swept? Are your photographs up to date with the season? Are your clients sharing your commitment to present the “product” to best advantage?

Or are you telling potential customers that you are sloppy about detail and houses take months to sell? If so, why would they instruct you?

Try walking about and looking at the details, then get them right. When all the details are right, the business will be right and all your colleagues will share your passion for excellence.

Acknowledgement: Nick Marsh FRICS, FAAV. Partner, Frank Marshall Chartered Surveyors, Auctioneers & Estate Agents. (National Homes Network Member Estate Agent).


Social Media – Socialnomics

Are you in business?

Are you wondering whether or not you should look into this ‘social media’ malarkey that everyone seems to be talking about?

Are you asking – What is it all about anyway? And how can it benefit my business, my sales, my customer care, and my customers in general??

Take a look at this short video below – it could be the best few minutes you invested in your business for a while! Then, when you’ve viewed it, come and talk to us about how we can get you started, or keep the momentum going, in your social media marketing and promotion.

Consortia Marketing – Helping you to better promote yourself.

Sex sells – Just ask Australia’s Gold Coast Real Estate Agents ‘Neo Property’

Sex sells – Just ask Gold Coast real estate agents Ian Adams and Adrian Jenkins.

The creative pair, principals of Neo Property, have gained international notoriety for a risque internet clip to promote a luxury Sorrento home.

Using the services of a glamour model, the pair showed off the property as well as the model’s, erm, best assets, in a bid to get attention.

And it has worked.

”We’ve been getting about 2000 hits every five minutes from all around the world,” Mr Adams said.

”The ad is not about sex, it’s about marketing.

”And judging by the response the marketing has been a success as well as being easy on the eye!”

See the video that all the fuss is about below –
(We are not responsible for the content of any other videos presented on You Tube that may follow this intended one from Neo Property).


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It’s Official, the Word ‘Blog’ Sucks!

by Marcus Sheridan (

It happens over and over again. Upon discussing marketing success principles with business owners I’ll ask a simple question, the one that separates the boys from the girls, the best from the average, and first from second place:
Do you have a Blog on your website?
More often than not, I don’t even get an answer at first. In fact, I usually get a dumb look. Why? Well, the sad reality is that no matter what many internet savvy ‘experts’ may think, most business owners in the world still don’t know what the heck a ‘Blog’ is. Truth be told, the majority still feel that a Blog is some type of weird online diary.

I can’t really fault these individuals though. When one considers the word ‘Blog’ they’ll find it truly is a terrible description for the actual action. Just think for a minute of all the other phrases that better fit the process:
• Content marketing
• Education-Based marketing
• Digital marketing
• Inbound Marketing
• Pull Marketing
• Relationship Marketing
• Permission Marketing
• On and on and on

But alas, we’re all stuck on a word that Peter Merholz (really not his fault) coined back in 1999, deriving ‘blog’ from the two words ‘web’ and ‘log’. And now, 11 years later, it is because of this word that so many business owners still don’t get it….yet.

A Shift
I don’t want to sound too negative here. There is light at the end of the tunnel. Change is among us. Luckily, because of the Seth Godins (permission)and Brian Halligans(inbound) of the world, the use of ‘Blog’ in our English vernacular is finally starting to fade out in business circles as the other phrases take their rightful place.
But I bring this up because in certain instances, all a business owner or marketer needs in order to embrace content marketing (or whatever word you’d prefer) is a simple paradigm shift—one from that of ‘I need a Blog’ to ‘I need to create a culture of education within my company’. Do you see the difference? It’s huge, and although what I’m saying may sound silly, as I’ve consulted with businesses all over the country regarding this topic I’ve literally seen the light-bulbs turn on over and over again because of this one simple realisation.
So change the way you and your employees see your business. Stop saying the word blog as it simply doesn’t fit your goals to be the greatest teacher, educator, and content producer in your industry. And as you promote this culture of consumer education within your business, I can promise you everything in terms of sales, marketing, and branding will take a turn for the better.

What do you think? – What’s your opinion re ‘social icons’?

Consortia Marketing Header

What do you think about these ‘social media’ icons that appear around company and even individuals contact details?

Are you in favour of being able to choose your method of communication with your contact/company, be it email, phone, Twitter, Facebook etc? Or do you just consider them to be ‘clutter’?

We would like to hear your comments here on this blog.

Consortia Marketing tends to offer many ways in which people can get in touch – for example, look at the header from our website (

Please comment on the use of ‘icons’ in company and personal branding.