All posts tagged: options

Seven Actions in July – Simple Steps to Wow Customers, Improve Revenues, and Reduce Labor

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One day and one step at a time, every leader can drive positive change that has a lasting impact. Here are seven steps I recommend that you and your team take this month:

  1. Deliver unexpected value to at least two customers. Everyone loves positive surprises.
  2. Simplify at least one process, be it in selling, customer service, recruiting, or your back office. Simple is sustainable and often reduces labor intensity.
  3. Give someone a positive nudge toward achieving slightly higher production levels. This is an act of belief, and people appreciate it when you believe in them.
  4. Offer a new buyer several options for how they can buy from you. Buyers like having choices. Each option should offer escalating value for an escalating price.
  5. Take a long, hard look at the bottom 15% of your customer base. These are often the customers who require more of your time and effort while giving you the lowest ROI for your efforts. Start planning now on how you’ll replace these customers with betters ones by the end of the year.
  6. Unplug for an entire day or, even better, a few days. This will feel like a reboot for your body and brain, making you even more effective when you plug back in.
  7. Pick one aspect of your skills to make one notch better each day. Use resources, such as my blog, for best practices and ideas for improvement.
Scott WintripSeven Actions in July – Simple Steps to Wow Customers, Improve Revenues, and Reduce Labor
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Make Price Scalable, Never Negotiable

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Scott's Monday Morning MessageA terrible choice made by many in staffing and recruiting has been in negotiating fees and bill rates, with divulging proprietary information, such as markups, coming in a close second. Some people say “the horse is already out of the barn,” insinuating we’re stuck with these issues as a permanent condition. Last time I checked, the only permanent condition in life is death.

A growing number of companies are having tremendous success in scaling price, a far better solution for all parties. If a customer wants to pay less, the value they receive scales down proportionality. Those that want more pay for that value.

Never, ever, should any firm in our business simply lower price without removing value. Doing so sends a clear message to buyers that fees and bill rates are always inflated, since firms can simply change the digits without impacting the level of service. Bottom lines aren’t the only thing to suffer as credibility takes a hit every time this occurs.

What’s also highly encouraging is that price, more and more often, never comes up for those who provide buyers with multiple options. A basic level of service that gets the job done is offered at a fair price, with escalating value options being provided at an escalating price. Buyers still get a “deal” as they elect what they receive and spend.

Savvy leaders who require their teams to always scale, never negotiate, have watched those horses go back in the barn all on their own. For those who choose to continue dickering over price, good luck in dealing with the crap from rampaging stallions.

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Scott WintripMake Price Scalable, Never Negotiable
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