By Sid Chadwick, Chadwick Consulting, Inc. – 10/02/2020
Published in American Printer

“..As of last year…Apple had suppliers in 49 countries…. supply chains emerged into “value chains”…which involved firms integrating with one another…. Changes in technology…and broadly accepted ideas… led to far-flung trade and cross-border integration…”….The Wall Street Journal, September 14, 2020

INTRODUCTION:

Do we have time… to be curious…and… to care….?

turn knowledge into power - Sid ChadwickEveryone knows someone…and/or something… potentially important to you…and needs assistance… with something…often… including information…(Which is partly why…. we teach… “Research Skills”)…!

My wife, as an early surprise to me, as I observed her, is the best Real Estate Broker I ever expect to know….She seems to never worry (too much) about having another client…. to work with.

What she does is invest an unusual amount of herself…. getting to know the needs and “background circumstances”… of everyone she is honored to serve. ….That “background information” allows her to softly guide her clients re. the purchase or sale of a property….that exceeds their expectations….and sometimes…presenting options…. to a different objective… from their original request.

Today, she professionally lives about 80%…. “from Referrals”…Referrals from relatives of previous clients…Referrals from children of previous clients….grandchildren of previous clients….friends of previous clients… Referrals that just keep…coming back to her….from her really caring to learn… what they wanted….and needed….!

Over the last week I reviewed performance feedback from three Business Development Director Peer Group Members…..whose companies…since March and Covid-19 ….have gained….well over 25 new customers….well over 30 new customers….and well over 80 new customers…

All three organizations are up… significantly… in revenues…for 2020…all three share information and perspectives…generously… in their Peer Group…all three are significantly profitable… this year……!

All three are….“customer development obsessed”……!

As one President shared on a Group Zoom Call:…. “We’re focused on learning ….and documenting…for follow-up… what our major customers really need….and want…”

SUMMARY:

Perhaps our great industry’s single, most significant deficit…is that most legacy companies have “big deficits of information”….(with nothing… or almost nothing… in writing)…..that allows for pro-active customer contact follow-up…. for learning and development of customer:

(a) needs….

(b) priorities….and

(c) ambitions….while instead…. pouring significant energy and precious, limited resources…. into new Technologies, Estimating, updated Terms & Conditions, Job Tickets, and Non-Strategic Equipment.

Customers testify…in one Customer Survey after another….that… they do not know their supplier’s capabilities….and…their suppliers do not really know them…..!

Whether you recognize it or not….your company is a “Learning Lab” re. your customers needs….priorities…and ambitions…..

Before giving a supplier an Invitation….your customer first wants to know if that supplier is Trustworthy…..and does that supplier…Really Care…..?

The artist is nothing without the gift….but the gift is nothing without work”……Emile Zola

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