We all go through good times and bad times. As service providers, it is easy to give good service when things are going well - plenty of time, plenty of resources, low stress. Easy.
However, what about when things get busy? Crunch time? When the pressure hits? When "the pucker factor" goes up?
Here's a tip practiced by world-class success stories: Prepare in advance. Communicate about the ways you can make your customers feel welcome and special when things are easier. Invest the time and effort during the good times on exploring how to exceed expectations when conditions are at their worst.
When your customers will need you the most.
And you'll have the least resources (time, energy, etc.) to serve them.
Yes, it's difficult to sacrifice your precious down time. It requires discipline and extra effort. Discussing the tough moments in your operation isn't enjoyable. It can sometimes even be painful. But talking about it in the midst of the hectic times never results in effective and efficient solutions. No one "gets the chance" to fix the problems during those times when all you can do is survive. Even though you can predict the naturally-occurring heavy demands on your organization, how much time do you take to thoroughly prepare for that dynamic - like a lunchtime rush that hits every day at the same time?
Thriving requires strategic discipline. It demands commitment and foresight. You have to earn it. Being the different and better choice takes setting aside the opportunity now to resolve the anticipated challenges that will arise in your future.
Well, at least that's what the most consistently successful world-class organizations do.
Think about it. But more importantly, do something about it...today!
However, what about when things get busy? Crunch time? When the pressure hits? When "the pucker factor" goes up?
Here's a tip practiced by world-class success stories: Prepare in advance. Communicate about the ways you can make your customers feel welcome and special when things are easier. Invest the time and effort during the good times on exploring how to exceed expectations when conditions are at their worst.
When your customers will need you the most.
And you'll have the least resources (time, energy, etc.) to serve them.
Yes, it's difficult to sacrifice your precious down time. It requires discipline and extra effort. Discussing the tough moments in your operation isn't enjoyable. It can sometimes even be painful. But talking about it in the midst of the hectic times never results in effective and efficient solutions. No one "gets the chance" to fix the problems during those times when all you can do is survive. Even though you can predict the naturally-occurring heavy demands on your organization, how much time do you take to thoroughly prepare for that dynamic - like a lunchtime rush that hits every day at the same time?
Thriving requires strategic discipline. It demands commitment and foresight. You have to earn it. Being the different and better choice takes setting aside the opportunity now to resolve the anticipated challenges that will arise in your future.
Well, at least that's what the most consistently successful world-class organizations do.
Think about it. But more importantly, do something about it...today!
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