WILLINGLY EXCEED EXPECTATIONS!
What's Your Yardstick?
Is It Abundance or Scarcity?
Approach people issues from a core belief that human nature is good for business. Offer customers and employees more.
Exceed Customer Expectations
Being honest and close to the customer is the sustainable way to succeed in business. Fully understanding customers is an art not a science, but they will show you the way if you ask their opinion and actively listen. It's a customer's job to be demanding. Use their energy. Put them to work. Convert their insight into product and service innovation. Its great for profit.
It Feels Good to be Valued
Cheerfully give customers more than they expect, and you'll enhance their overall satisfaction. Satisfied customers will want to buy more from you. They'll reward you by paying you more and staying with you longer. Customers are expert at knowing when they feel valued.
Reap Rewards With Real Relationship Synergy
Master the 5 C's of marketing in today's global marketplace: Consumer Consciousness, Consumer Cost, Consumer Convenience, Consumer Communication, and Core Competencies. Today, consumers drive markets--not manufacture or product. Online and offline, clicks and bricks, are moving to "one-to-one" relationships. Mobilize customer-centered marketing or risk demise.
Exceed Employee Expectations
The more widespread the compensation program, the more sure a company's success. Willingly give more than employees expect and you will increase their ability and willingness. They will exceed your expectation, create brand loyalty and generate demand.
The "Loyalty Effect" is the hidden force behind growth, profits and value creation. Retention of the right long-term employees leverages all other investment. Employee loyalty lessens the need to hire, reduces training expense, enhances quality, improves efficiency, invests in customers, refers new business, attracts new employees and much, much more.
It's People that Make Dreams Come True
Unnecessary turnover ranks very high among hidden business expenses. An employee is now changing jobs 8 times and careers 3 times over the course of a working life. Americans get the least sleep of any people in the world. If you want the best employees, you'll need to give them your best. It is people power that fuels success. Manage what matters. Nothing matters more than people.
Help people to discover their power and you'll get and keep premium talent.
Respect consumer power and you'll get and keep profitable business.
The Brightman Process® Solution:
- Conduct periodic internal "Delphi" surveys
- Do external "Delphi" process with suppliers, dealers and customers
- Learn to listen silent and listen use the same six letters
- Understand that good service is good business
- Make quality a core value
- Use customer focus groups
- Establish an advisory council
- All-ways ask questions before making statements
- Pleasantly surprise employees and customers with your offers
- Invest in enlightened performance appraisals and career planning
- Multiply the wealth of the "Loyalty Effect"
- Exceed present levels of creativity
"There is no business, only relationships!"
Thomas Merton Brightman,
Founder, Brightman Associates International, 1984;
The Change of Heart Center®, 1989
Business Transforms as People Transform!
For Insight about Exceeding Expectations,
Get a Brightman Process® Evaluation
A LOT OF EXPERTISE WITHOUT A LOT OF EXPERTS!®