Richard Denny – Thoughts on sales and marketing

The mind set of so many business people is really quite extraordinary. We have been in, and thank goodness are coming out of, the worst recession in living memory yet so many are missing a trick/opportunity.

We have all heard the two clichés which are, “Our staff are our most valuable asset” – yet they are the first to go in a recession (why not the director’s cars?) and the second just as galling, “We value our customers”.

I have been amazed how few businesses have demonstrated customer care over the past few months. They have been and are missing an amazing opportunity to earn and deserve customer loyalty and customer spend. Via Denny Training I have had the experience of some progressive businesses investing just a small amount of money in skilling their people in customer care and developing an excellent service culture, the result of which is phenomenal increased profitability.

The current trading environment is intensely competitive and will remain so. I have been preaching for some time now, “You don’t have to have the best products and even the best prices, but if you provide an outstanding service you will WIN, WIN, WIN”. Tom Peters is quoted as saying “It is the greatest kept secret in the global economy today that if you provide an outstanding service you will need new suitcases to carry all the money home”.

It is not too late, your peoples attitude and skills in customer care will put you ahead of the competition. Invest a small amount now and in a few weeks see how you will have increased your market share and excitingly your profits.

If not how about joining THE FAILING CLUB who blame the government, the banks, the recession, the economy and of course the weather?

This entry was posted on Friday, August 7th, 2009 at 8:13 am and is filed under Leadership & Management. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.