Tag: Customers

Why I Empower All My Customers And You Should To!

Post author By Dave Guerra
Post date November 24, 2017

Some say empowering your customers is the greatest gift you can give your customers. I agree.

I wholeheartedly agree when it comes to making your customers, your clients better. By empowering them, you also make them better clients and customers. Having better clients and customers you have greater success as a business and as a leader. However, what about your best customers? Don’t start segregating the best from the good from the mediocre from the bad.

Don’t Do It!

All your customers turn to you because you are the best.

All of them are your best customers/clients.

Whether they spend $10 a year or $10,000 a quarter, each and every customer is worth your best. Some businesses focus on the top tier $$$ based customers. Some focus solely on the top and mid tier customers. Too few focus on ALL customers from all tiers or levels of money spent on the company’s product or service. Unfortunate for those businesses that refuse to look beyond the top tier as they will never realize the power the mid and lower tiers bring.

Sure most people and organizations have every right to believe that the top 20% bring 80% of the wealth. However, at any moment any of the 80% that bring the 20% can suddenly jump into the top 20% and if your organization is not doing anything to empower that customer/client then rest assured that individual or group will go someplace else. Guaranteed!

If you can’t find time for them, then don’t be surprised when they don’t go looking for you. Do not be surprised when they give their money to someone else.

This is why empowering all your customers is best! That is why I empower ALL my customers and clients. It is not that I expect something in return. I empower them to make the right decisions based on the knowledge, wisdom and skills I share with them. That means I am not only make my customers smarter, I am giving them the tools to use my products or services to the best of their ability. I share with them all that I know about my products and services.

I do this in hopes that they can understand what I bring to their organization and with that understand they can communicate back to me about any ideas, changes, concerns, or questions that serve to ultimately make the products and services better.

You bring them into the fold. You bring the customer behind the counter. You make the client part of the team, part of the creative team. They are now empowered to be innovators of the next version of the product or service.

Being members of the team, your customers/clients are now a valuable component of the organization. This is a component that pays you. They pay you by buying the product or service. Then they continue to pay you by providing the feedback. While feedback is not guaranteed, it is something to expect from some or more of all your customers. Those that provide that feedback will provide feedback that will be most valuable to your and your organization.

Now be careful when you empower them by bringing them into the fold. Too much, too soon may be intimidating and cause the client/customer to withdraw. The same applies for the opposite: too little, too slow. When things move too slow you run the risk of the customer or client losing interest in what you are doing or trying to do.

It will be difficult but if you truly want ALL your customers and clients to be the best they can be then go ahead and empower them. The return on that investment may astound you.

As always, if you questions please feel free to reach out and contact me.

by David G. Guerra, MBA
Author of the Walking Leader and Great To Follow
twitter: @DaveGuerra
instagram: dave_guerra

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Bargaining & Change Management

Post author By Dave Guerra
Post date April 23, 2016

00-change The world is full of change. Yet, too many want to ignore it by burying their head in the sand. Others roll over and let it happen. However, too few honestly and openly embrace change. When it comes to change having a Leader manage and direct change is not only expected, it should be demanded, as it will most certainly be a wild and bumpy ride.

Change management is possible when everyone has a suitable stake in the change. However, the problem in managing change comes from the fact not everyone can have an equitable stake.

This is where controlling the change becomes an issue. One man’s cake is another man’s cupcake and the two shall never be the same. In managing change. There can be only one taking the reins of change. Leading, managing, directing change is not negotiable otherwise without it there would be nothing, not even organized chaos. Without leadership and proper management of change, there is still change.

In this case, change would be in the form of stagnation or regression causing external stakeholders and outside influencers to observe the organization’s inability to grow and lack of satisfaction among internal stakeholders.

Change in the modern workplace must be based on suitability and NOT equability. Suitability on the organization’s need to grow so all stakeholders are active participants of the function of the operation and not become former participants.

Thus if any bargaining does exist or come into play it is the leader’s will to dictate and drive the bargain exclusively on suitability. Meaning in business, NOT all things are equal and sometimes the good of the organization must take precedence over the needs of the individual or the few. If business operations were solely driven by those not in a position to make business decisions on a strategic level then the business would fail as the tactical side of the functions of business would quickly find itself lacking support, chiefly logistical and financial then the rest would follow much like a line of dominoes falling.

While change is good, having an organization not afraid to make change based on the good of everyone is even better. An organization that values its employees and other stakeholders will most certainly make change happen faster and better after having considering all issues. Thus, the true bargaining was done long before change even started.

No matter where you on the corporate ladder you are and how you react to change is pointless. It is pointless, as no matter how hard you fight it, resist it, or ignore it change is already here and it is going nowhere.