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7/20/2020 IT’S THREE A.M. ARE YOU LONELY?How to Retain Customers in MASSIVE UncertaintyIT’S THREE A.M. ARE YOU LONELY? Our salesman Corey said our new furniture would be delivered today after five p.m. It was after eight o’clock, and my girlfriend Jen and I waited on the porch as we watched the sun set over the horses grazing in the pasture. After not being able to reach a customer service rep at the furniture store to find out where the delivery was, we gave up around eleven o’clock and went inside. An automated phone call came in shortly afterward, telling us our furniture would be delivered between one and three in the morning. We chose the phone option refusing the delivery at that time. It has been three days and no one has called to follow-up, nor can we reach anyone. Our perception of this experience was that we were not valued, as customers. Who do you love more, your customer or your products? The current world circumstances have made this question even more important to answer. If you are like many other business leaders, you have spent a considerable amount of time and attention in offering products that are in alignment with organizational values. Having an excellent product is important, but what happens when a pandemic strikes and you’re struggling to keep your doors open and to make a positive memorable experience? The emotional connection you have with your customer is the cement that bonds the relationship. Visionary leaders have clarity about what contribution they want to make in serving others. They have clearly defined their purpose and are driven to provide innovative new products that create raving fans of their brand. These leaders are committed to making the lives of their customers better, and have strong communities that spread the word about them. The product offering comes second because their love for the customer is first. Of course, every organization needs to have procedures and protocols in place in order to deliver a consistent experience. Having up-to-date business systems is a result of clarity of purpose and a culture of empowered “doers.” Businesses that are able to navigate treacherous waters will also have the ability to pivot their mission and thrive in uncertain times. TWO STEPS TO WOW!  Step 1. Be clear about the vision, and the mission will reveal itself. There can be confusion about mission and vision. Vision oftentimes remains static. Vision is the organizational purpose in how it makes the world a better place. The Mission, however, concentrates on the present; it defines the customers’ critical processes and desired level of performance. Having clarity of the differences between mission and vision will enable the organization to remain purpose-driven in creating and retaining a tribe of loyal internal and external customers. Take the Owner’s Ally Business Systems Reality Check>>> Step 2. Create a WOW experience. How could you express the love for your customer by delivering a memorable experience in an uncertain marketplace? Courageous leaders tap into their critical minds and take calculated risks in driving the mission forward. When leaders challenge the status quo, there will be resistance and pushback. Recognizing the need for change in creating the WOW doesn’t make the leader. Leadership is about seeing the change and taking action courageously. Being purpose-driven enables leaders to act without having all of the answers when they can see an opportunity to serve. Being mindful of why you are doing what you’re doing will give you guidance on how to drive the mission forward. RECALIBRATE AND ACCELERATE PERFORMANCE  It can be easy for leaders to get off track in achieving a bigger vision. Uncover what you value the most and get what you ultimately want out of life. Change your thinking and transform our life. Are you ready to accelerate performance and become more fulfilled? Let’s get started and create a strategic action map that will guide your executive decisions with laser accuracy.
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