Putting The Customer First

The process of gaining Customer First accreditation something we have embarked on recently. In a previous post I noted there is a fine balance between having satisfied and happy customers. The key thing is to make sure you are customer focused and there is a real need for the product or service you provide; only then will people be prepared to pay you for it!

The balance between process and performance is often a difficult one for small companies to juggle. A great process (from a quality perspective) is really focused on reproducability and cost. When you are doing something repetitively or seeking to lower the skill level of delivery then it's all about optimising the process in terms of cost and certainty of output. If you are trying to improved the output a methology or framework may facilitate, but you are still taking about a process that is very dependent on the skills and unique insights of the participants.

All young companies should strive to implement replicatable process at the appropriate point of their developement. A key point is where selling a company's product or service is replicatable and a salesperson can be employed effectively. Out FastInvest loan scheme is specifically designed to help companies make this transition. Now that is really what I would call putting the customer (i.e. sales) first!