A motorsport company that I worked with couldn’t afford my consultancy charges straight away, but we struck a deal whereby the changes I made would have to be sufficient to cover my fee. In 2 months I’d increased the revenue of the business by 25%, covering my fee may times over.
I didn’t spend any more of the company’s money, I just worked differently. I introduced four practices that systemised the business to respond and operate consistently to every single enquiry (not just every sale). We didn’t drop the enquiry until a quotation was rejected or a product left the factory.
These four practices subsequently focussed on the two most important elements of any business, it’s customers and the team that delivers the products and services to those customers. I focussed on providing a consistent experience for customers and a supportive environment for our team members.
A consistent experience for customers meant they knew what they were going to get, and when what they got was good and exceeded their expectations, they kept coming back. Again and again. Asking us to solve other problems for them. Money flowed into the business.
In part 2 I’ll discuss what a supportive environment for the team, meant.
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