- The million dollars of equipment?
- The beautiful office building?
- The "widget" you produce and sell?
- Your Board of Directors?
- Your faithful customers or clients?
- Your employees?
What do you think? What's YOUR greatest asset? Ken Blanchard may volley for your customer as you'll see in his "Raving Fans" book. Excellent read if you've not read yet. But I would agree with author, Jeff Peden in his recent book "Take It To The Max" that it is...or SHOULD be your employees!
I worked with a client recently who brought me in to develop a full marketing plan for them. As I sat in one of their staff meetings, I heard the overwhelming vile being spewed from so many of their employees. My immediate feedback to this client was...WAIT on your marketing efforts. You've got some serious problems internally that need to be fixed before you even think about bringing in new clients.
May I offer you a challenge? Or perhaps a question? If tomorrow, your client base increased 10-fold, or 100-fold, and you had an influx of clients...what would be the experience each of them would receive by walking in your door? Would they be greeted by a friendly employee? Would they receive fast and efficient service while they are with you? Is there efficient and effective follow-up after they leave you?
Ultimately, can you afford to spend the time and money on increasing your client/customer base? If they don't receive excellent customer service, has your marketing money been wasted? Your greatest asset - your employees - are they up to the task?
If so - write the check to the marketing guru you've hired...
If not - spend the money on your greatest asset - your employees. Find out how to get THEM to become invested in your business, part of your team, and your 'Raving Fan."
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