Creating customer confusion is one of the quickest ways to eliminate potential repeat and referral business. To avoid falling into this trap, one of the easiest fixes is to make sure your company is using the same terminology whether you’re talking to an associate, or a customer. This will ensure seamless conversations, comprehension clarity and margin protection.

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Each touchpoint creates an opportunity for a customer impression. However, very few owners, or executives, have ever counted the number of touchpoints in an average transaction. With that said, it’s hard to manage customer satisfaction if you can’t identify and measure satisfaction. Impressions are good and bad, and research shows it takes about 10-12 positive impressions to erase one bad impression. Maybe it’s time to start charting, training and managing touchpoints? If not, then buckle up, because your are on a road that will take you anywhere it wants to go!

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Perpetual procrastination can literally send your company to the boneyard. How? As proprietors, we constantly see opportunities for improvement, but we rarely act on them. In many cases, these missed opportunities might be costly enough to sink your company. I know because I have lived out this scenario in one of my business failures. If you’re constantly procrastinating, why don’t you try waking up tomorrow and start hunting for three, small ways to improve your business. Not wholesale changes…just minor tweaks to product development, administration, customer service or processes. If you were to install three, one percent changes, you would have 36 improvements in the course of one calendar year. The results could literally save a sinking ship! It might be time to put perpetual procrastination in your rearview mirror.

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