Great or Poor
A simple and effective system to consistently deliver outstanding customer experiences, throughout your organisation, and thereby build repeat business, referrals, and increased sales, whilst also reducing costs. No matter what your organisation does, and no matter what your position in it is.
Great or poor is an idea born out of frustration:
- frustration of business owners: who are struggling to build their business, who know they ought to get help from outside advisers, but don't want to be charged a fortune for complicated advice or pricey systems, that will make their lives harder
- frustration of managing directors: who need to deliver the numbers to their stakeholders, but can't seem to get the buy in and commitment from their people
- frustration of managers: who traditionally feel they ought to find answers to all the business conundrums that come their way, but are often out of their depth, and, while trying to appear strong, they struggle below the surface
- frustration of workers: who want to do a good job, but feel disempowered, disenfranchised, and frustrated in their roles
- frustration of stakeholders: who can't understand why things don't happen as they planned
- frustration of customers: who often get a poor deal at inflated prices, and so feel frustrated and 'untrusting' of companies they deal with
- personal experience of frustration as a business owner and business adviser: when the I see that ' blindingly obvious common sense' is so often not common practice
This is a book to help you consistently and excellently deliver excellent customer experiences throughout your organisation and no matter what level you are.
Your product or service, no matter what position in your organisation you hold, is basically irrelevant. Your customer is not buying your product or service. Your customer is buying the experience that your product or service gives to them.
Business effectiveness is a product of behaviour within systems.
So what system do you have to effectively and simply measure and improve your customer's experience?
Great or Poor is a simple and effective system to help you consistently deliver excellent customer experiences, throughout your organisation each day, every day no matter what your position.
This book is not however a list of top tips and ideas. We have all read books and come away from training courses with lists of ideas and behaviours ... and how many have we actually put into practice?
Not very many?
In writing great or poor, I have looked for ' the simplicity on the far side of complexity'. What I mean by this is that, if you study any subject long enough, consider every issue in the subject through the focus of one question: ' what is common sense? ', Then link everything via this question (and discard anything that doesn't comply with this question), eventually you should come up with material that is common sense, simple, and powerful.
Great or Poor seeks to deliver this.
We have managed to distil, through four years of research, study and testing, the key ideas and habits, that will produce outstanding customer experiences (no matter what your role, and no matter who your customer, or customers, are) into four simple principles.
We believe, that the only way that a business can deliver excellence is to do simple things very very well.
Simple things done well is far better than complicated things done averagely.
People cannot remember complicated lists, or detailed strategies (that often change regularly), but they can remember and consistently apply four basic principles of common sense.
If any business, organisation, team, or individual takes and applies the four principles to their situation, we guarantee you will see significant improvements in results over time.
Thank you for taking the time to read this and if you thought this was interesting please buy a copy of the full Great or Poor manual.
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