James Leong.............................................................................. Mastering the Strokes of Success.........
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The ubiquitous, nondescript simple calculator may have something useful to teach us about achieving success. I am
referring to the four basic command keystrokes built into every calculator: addition, subtraction, multiplication and
equal.
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- AAddddiittiioonn:: Think of this as adding to what your competitors
are not currently doing and offering it as a solution, product
or service. For example, when I was staying at the Four
Seasons Hotel Jakarta, they delivered complimentary hot tea
or coffee to my room as part of their morning call service.
Exceptional organisations go the extra mile to make their
customers happy. Out serve your competition by adding some
unexpected extra value to build goodwill and loyalty with your
customers. Small things can make a big difference. - SSuubbttrraaccttiioonn:: Can you do more with less? What can you do to
streamline your operational processes to increase efficiency
and reduce turnaround time? For example, I visited a
restaurant recently and the staff took my order using an
iPad. The restaurant is doing this to reduce staffing
requirements and it actually helped to reduce the order lead
time too thereby increasing customer satisfaction.
What can you eliminate in your processes to cut down on avoidable expenses, lead time and increase customer
satisfaction?
- MMuullttiipplliiccaattiioonn:: Can you multiply results without multiplying your efforts proportionately? If you can, you are
effective in using leverage. Ways to help you leverage include collaborating with joint venture partners to tap into
their networks, relationships, resources, expertise or time. Do not attempt to do it all alone because time is
money.
Take advantage of an increasingly connected global village by collaborating with partners and crowd sourcing where
you can to accelerate your progress.
- EEqquuaall:: I take the “equal” keystroke to mean sameness, consistency and reliability. Think of MacDonald’s. They
make it a point to ensure that their French fries are of the same gold standard where ever in the world you buy
them. The Golden Arches is a symbol of sameness in quality worldwide. We feel assured of their consistency in
product and service. With this, we grow to trust the brand. So make it a point to be consistent in the results you
achieve, including the way your various functions and departments interact to serve customers.
It’s no point having great marketing when the follow up and aftersales service is poor. Consistency in quality in
everything you do is necessary to build trust and customer loyalty.
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There you have it...four master strokes to stay ahead of the game and leave your competition behind. Be creative.
Involve and engage your team in a facilitated session to brainstorm specific tactics for each of these strategies.
Encourage the team to think out of the box and maximise the potential of your team’s collective wisdom.
Question and challenge existing ways of doing things within your company and your industry.
To quote the late CEO of Apple, Steve Jobs, possess the attitude of “Stay hungry, stay foolish”.
James Leong is CEO of Visions. One Consulting Pte Ltd. He has been featured in the
Singapore Business Review as one of ten most influential professional speakers in
Singapore. James specialises in simplifying complicated financial and accounting concepts
through his flagship programme “Finance for Non-finance Managers”.
Email [email protected] | http://www.visions1.com.sg