March, 2010 – Issue 78



This e-newsletter is dedicated to supporting High-Performing Contractors and all contractors working to become one. Written by Dennis Sowards

Strategic Planning

High-performing contractors are always learning from others as they do their strategic planning. Ted Garrison, a well-known consultant in the construction industry, makes annual predictions for the coming year. Here are some from his 2010 forecast

Customer Focused

Some food for thought as you consider your customer service efforts. Customer complaints are down nationally. This is according to TARP – the Technical Assistance Research Program that is part of the White House Office of Consumer Affairs. Their research found that consumers are submitting less complaints even for serious problems – NOT because they feel they are getting better service, but because of what they call “trained helplessness.” Customers feel their complaints do little good – nobody listens or acts. Where does your company stand on customer complaints? Do you have a way to record them? Do you have a system to assure each complaint receives a quick and fair response? How do you know it is working?

This e-newsletter is dedicated to supporting High-Performing Contractors and all contractors working to become one. Written by Dennis Sowards

Leadership

Customer Focused

Leadership

Leadership is often about asking the tough questions and staying focused on finding the right answers. Jim Womack, a noted writer on Lean, has this to say about what questions to ask:

Leadership & Purpose

Jim Womack, author of Lean Thinking made some insightful comments about structure and purpose in his April 2009 newsletter. He said,

“One of my favorite questions when meeting with senior leaders of enterprises is, ‘What is your organization's purpose?’ The typical and immediate response is, ‘To make money and grow.’ ‘But,’ I respond, ‘this answer has nothing to do with your customers, who provide the money your organization needs to profit and grow.’ I then repeat my question, but elaborate, 'What does your organization do to solve customer problems better than competitors so that customers old and new will pay good money for your services and goods and buy more over time?'

“In recent years a fashionable alternative to

Leadership

Customer Focused

Jeffrey Gitomer hits a big bulls eye on how to deal with the economy. This brings the issue down to each one of our levels.

“The economy is falling. The economy is falling.