Be Different or be dead

June 20, 2011

Why successful businesses have a ‘say yes’ to customers strategy

Source: Unsplash

Why successful businesses have a ‘say yes’ to customers strategy.

YES invites opportunity; NO closes the door on it.

YES creates value; NO destroys it. YES is human. NO is impersonal.

The business builder looks for ways to exchange value with others; to find opportunities to respond to what others desire. To serve others in a way that will create long term relationships that prosper both the organization and the individual. You can’t do it when you are saying NO.

Sound reasonable?

My observation, however, is that most organizations try to control customers by a internal rules and policies that stand in the way of them from getting what they want. “You can’t do…” or “Our policy doesn’t allow…” or “The rules say…” or “that’s simply not possible…” erect barriers that destroy relationships with people.

They prevent relationship building.

They create an impersonal and unfeeling organization. They drive people to their competitors. They contribute to the competitive herd of sameness, mediocrity and invisibility.

And they turn the culture of an organization to being internally focused with a follow-the-rules mentality; devoid of originality and creativity - cogs in a machine.

Imagine a world where organizations are motivated to say YES to their customers. To try to do whatever it takes to satisfy their innermost wants and desires.

In this world “How can I help“is the singular focus of all people in the organization.

Problem solvers are viewed as critical to the strategy of the organization. Policies are designed to SERVE customers not control them. Internal processes are engineered from the customer’s point of view with the objective of being easy to do business with.

How often do we ask the frontline what they need to say YES to the customer? What stands in their way? What internal dumb rules force them to say NO?

A critical component of your overall strategy should be a how to get to YES.

If you show that you are prepared to serve your most valuable asset they will reward you with their continued business..

Cheers,
Roy
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• Posted 6.20.11 at 11:00 am by Roy Osing
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