GreatorPoor.com

'Satisfied' customers aren't good enough: you're either 'great' or 'poor'
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Click here to buy 'Great or Poor' The CD. 
Read by the Author. 1 hour 17 minutes. Giving an overview of the material and empowering you to take action to improve the service you give today!

List price £12.99. Available here for £10 including P&P.
Buy 3 copies and receive 1 extra FREE.
 
Here are the 4 steps to achieving 'greatness' in your organisation. It is called the 'great or poor method' and is copyright to Guy Arnold.
 
  1. Find your 'Customer Focused Mission' 
    • This means that you need to know what your organisation is really all about. Most organisations are in business to 'make money', but we all know that this is not the whole picture. In fact we are all in business 'to deliver a service that is so good that people are prepared to pay for it'. Your 'Customer Focused Mission' is your view, based on your needs and wants of what you'd like your customers to say about you behind your back if you got your organisation where you want it.
    • Click here for more details (opens in new window)
  2. Know what your customer REALLY wants
    • This works at three levels
      • First: there's no point in being 'great' at something noone wants (eg: Sinclair C5)
      • Second: you need to know the profile of your ideal customer, so you can be helpful and flexible around their needs, and also know who you really can't service.
      • Third: you have to understand customer psychology, and how it applies to your business. What it is that your customer REALLY wants from you ... and it's not what you think it is!
    • Click here for more details (opens in new window)
  3. Go the extra inch
    • This is the step where you actually get on and deliver this great service. But it's not the 'extra mile': this is because an 'extra mile' is:
      • Too hard to keep up consistently (and consistency is everything in service).
      • Disempowering for your people
      • Unsustainable over time
    • But the 'extra inch' has exactly the opposite effect, and is possible on all things at all times
    • Click here for more details (opens in new window)
  4. Measure
    • This is the key to making the whole think work, for long term improvement and success. The system we deliver:
      • Has very high response rates
      • Actually builds customer service in it's own right (often resulting in extra sales)
      • Gives you a clear score
      • Gives you clear actions on what to stop, start and keep doing
      • Is very cost effective
    • Click here
      for more details (opens in new window)
 
 
Our aim: highest quality development, at sensible prices.
Our mission: to make a REAL difference.