At some point, you realise in business and in life that it is the accumulation of small things that leads to big results. Small, consistent steps in the right direction.
We take steps every day to develop our employees, to be a better operator, to tighten procedure and process, and to get the best out of our people and ourselves, and it is these steps that over time lead us to where we want to be.
Over a cup of tea this morning, I thought about a very common theme that comes up in the sessions and conversations I have with people in the industry.
Most of the sessions I run are heavily focused around customer service and building customer service teams, and the common theme that appears is the fatigue of customer service staff.
Anyone who has worked in the industry will know what I mean when I talk about showing care and kindness to customers, and not getting the same in return.
Another end of financial year is upon us, and although it’s not usually a topic business owners like to think about, particularly due to the deadlines, gathering of receipts, and reconciling accounts, it is a good chance to take stock and look back at the year that you’ve had.
Running your own business is about getting to live the life you want, run the business the way you choose and to do things differently. But it also needs to be profitable to keep you and your wonderful employees in a job, and your customers and clients happy.
Kate Bickford MD & Owner - BK AGENCY: