Imagine being part of a business that grows itself by attracting and retaining new customers consistently into the future. What would that do for your finances, your career and your family?
The distinction between successful businesses and others lies is the results they create; successful companies make more money, they benefit from positive word of mouth advertising, they have high levels of customer retention and they experience an increasing market share. In short, they are more profitable, more of the time.
The biggest difference however, is the fact that the customers of successful operations love doing business with them! In fact, customers love doing business with them so much that they will come back again and again simply because they enjoy the experience that they have, even when the products sold are unremarkable.
Great companies actively create a culture of service excellence and delivery that draws an ever-increasing pool of new and repeat customers who love to do business with them today and in the future.
An organisation’s culture is defined by its people, who they are and what they do. It is the result of the sum total of the actions and behaviours, attitudes, outlook, values, moods, and most importantly the habits; those things repetitively done or said without being conscious of them, by each member of the organisation. Excellence is everyone’s problem.
Take a moment to look inside your business and see your defining habitual ways of being of. Are you habitually happy, polite, ambitious, moody or irritable? Do you find yourself habitually seeing the bright side of life? Are the habits of integrity and accountability visible, or do you see habits of avoidance or finger-pointing your organisation? Do you have a habit of going the extra mile? What culture are you building right now within your organisation through your habitual ways of being? What results do those habits cause? Are they creating success or mediocrity for your business?
As Aristotle observed “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” My crAzy™ challenge to you today, regardless of your position, is to commit to one new way of being or acting that will contribute to a culture of excellence within your organisation. Persevere with it for the next month until it becomes a habit and observe the new results you create in the business – you won’t be disappointed!
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