Running a business is much easier than it ever was. Did I really say that? Customers are more informed and more demanding. Competition is stronger and smarter, margins are shrinking, and it can be difficult to find and keep great staff. How can it be easier? Well, it is much easier to keep in touch with customers and there are many more options. There is lots of data and information available to help us understand our customers. There are systems in place to help us keep track of inventory and send out bills without having an army of clerks and card files to manually input all the information. If we take advantage of all the ways that business can be easier it allows us to deal with the complexities of today’s business. Perhaps we need to retool our business rather than just fine tune it, so that we become extraordinary.
I was in Toronto for a few days and they “love” their Leafs. The buzz around is the city is that the Leafs look good coming into the season. These folks are real fans. Even when the team underperforms, they stay with them. We need more Monk Office fans. A fan will stand in line and wait for you to open. They will paint their faces blue and gold and cheer when you step on the ice (i.e. the floor). How do we get there? What does it take to turn a satisfied customer into a fan? A simple act of kindness? Extraordinary service?
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People become fans when they see something as unique and special. It helps if they can relate to the business (either practically or ideologically) and feel like they know the journey and path that the business is on. They want tangible or visible results of how their contribution is building to the journey. What's their party favour for attending?
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What differentiates Monk? Do people know why to jump on the bandwagon, sport the team colours and cheer you on...