A small business owner sent a note asking me what she could do to really uncover what her customers thought about her business. Her growth was just not where she wanted it to be, and she seemed to be losing some repeat business. She explained that she had paid almost $2,000 to a firm to do a fancy survey, but felt that in the end, this was a waste of her money. The information she gained really did not relieve her concern. Her question was simply: ‘What can I do?”

Virtually any firm that has products or services for sale or investment should have a source of checking how their customers or clients feel about doing business with them. There are many great surveys that check shopping patterns, desires and virtually anything that a business owner or even an individual professional may seek. 

Almost 30 years ago, I began using a simple survey that involves only 3 questions and it has proven to be very successful in a variety of business sectors. It provides insight that will allow the business professional to open a dialogue with their clientele and also focus on what really matters.

Here are the 3 questions I shared with this business owner, and hopefully their simplicity might also help you. Depending upon your business setting, you might have to adjust the wording, but the outcome should help you gain some clear focus.

1. What do you enjoy about doing business with us (me)?
2. If you could make one change in how we do business with you or conduct our business, what would that be?
3. What must we (I) do in the future to be able to maintain and grow our business (relationship) with you?

The simplicity of this survey allows you to conduct this verbally; via email or social media; or even postal mail. After conducting the survey, compile responses and look at the trends. Continue to do the good things and strive for enhancement; improve or change the bad things paying close attention to related concerns; and most importantly, really “dig in” to what future expectations may be. Those future expectations should be your mantra on what needs lie ahead.

If you have a question or issue, send it to me. We will address it and, with your permission, share that question with other readers.

To submit a question, simply email me and put Ask Herman in the subject line.

I look forward to your participation!

Herman

Business Moment: Teamwork Most Often Wins

There is a story told about a minister who noticed a flock of geese flying in their usual “V” formation. They were heading for the Canadian border. As the minister looked above, his mind sent him to a study that he had read about within the past two days. 

The study came from engineers who had examined the habits of the geese and discovered that each goose by flapping its wings created an uplift for the bird that followed. Together the entire flock gained over 70% greater flying range than if they were making the journey alone. In essence the teamwork of the flock enabled them to be more productive.

In virtually every organization, teamwork can make a real difference in results. When efforts are combined, special talents and creativity are launched. The combination drives productivity to greater heights versus undertaking the same efforts alone. As is often said, “together everyone accomplishes more (team)”.

Every team member is important. When each member is placed in the proper seat so that their talents are allowed to soar, their spirit of action most often leads to high achievement. As legendary football hall of fame coach Vince Lombardi said, “The achievements of an organization are the results of the combined efforts of each individual.” Build your team wisely and gain the benefits you deserve.

Feature Article:  Someday Could Be Today

It is often easy to get caught in dreams of excitement and lavish plans when you see large potential payouts with gaming options such as Powerball or Mega Millions. You think about the fine cars, the houses, the worldwide travel, and all the other things that you have dreamed of doing or providing when you “hit it big”. 

There is a story about a lonely fisherman who lived on the banks of a river. Walking home with his eyes half-closed one evening after a very hard day of work, he found himself day-dreaming of what he would do if he became rich. All of a sudden, his feet struck against a leather pouch much filled with what seemed to be small stones. Absentmindedly, he picked up the pouch and began throwing the pebbles into the water. “When I am rich,” he said, “I’ll have a large house.” As he continued to walk along the shoreline, his mind continued to dwell on idle thoughts. Suddenly, he stopped and stared out into the darkness but continued to throw pebble after pebble into the water. “I’ll have servants and wine and great food as well,” he conveyed with conviction.

His thoughts and actions went on until only one stone was left. As the fisherman held it in his hand, a ray of light caught it and made it sparkle. He suddenly realized that it was a valuable gem, and that he had been throwing away the real riches in his hand while he dreamed idly of unreal riches in the future.... Click here to read more.

Energy Leadership Article: Understanding Emotions 

"We have thoughts, feelings and emotions,
but we are not our thoughts, feelings or emotions.”  

 Frances Vaughn

Several newsletters ago we discussed the fact that anabolic leaders are aware of their own and others’ emotions, and are able to step back and recognize that their emotions are not automatic. Let’s take a closer look at emotions.

First, let’s clear up a common misconception. The words “feelings” and “emotions” are not interchangeable, although most people use them that way. Feelings are physical – for example, a pit in your stomach, tightness in your throat, or simply a sensation of warmth. Emotions are actually just responses to those feelings. Click here to read more.

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