There are two questions every business owner should ask themselves.
- First question: “If you were not already in your business would you enter it today?”
- Second question: “If the answer to the first question is no, what would you do about it?”
By answering these questions you can frame a strategy that could change the face of your business forever.
For example, you could strategise to either be number 1 or number 2 in every industry you’re in, or you could fix, sell or close a business unit. What I want to signal is the power that asking the right questions has in changing the way we look at things and most importantly, the power of these two questions. As a leader of your own company these questions should be asked right now.
One customer’s best-in-the-world service provider is not necessarily another customer’s provider of choice. Anyone who is going to hire you, buy from you, recommend you, vote for you, or do what you want them to do is going to wonder if you’re the best choice.
“Best” is subjective. It’s something your customers decide, not what you decide. If enough of them decide you are the best you will become number 1. If enough of them decide you are not their best choice you won’t. This is an interesting way to look at it because it very clearly gives you the opportunity and permission to strive to be the best irrespective of your starting position. That is, being the best is a journey, not a destination.
What about mediocrity and those service providers who reside in the middle of the bell curve, those who are OK with average? They are the ones who settle for less than they are capable of and will thereby miss out on the abundant opportunities available.
Average/poor customer service (as experienced by us today with the likes of BT Openreach!) sucks resources, capital, focus and energy. And most of all, it teaches people in your company that it’s okay not to be the best in the world.
