How to Make Business More Proactive and Exceed Customer Expectations
The ability to be ‘proactive’ is a fundamental requirement pursued by most recruitment agencies and it’s reported that 87% of companies look for this desired trait. Sure being proactive is important, but knowing the right moment to take action is more valuable.
Personal initiative is a key trait for entrepreneurs, the self-employed and those involved with management. Although this trait is harder to incorporate in the working environment, effectively encouraging this way of thinking will lead to greater results being produced. The most valuable employees are the ones who cause things to happen by taking control of the situation, rather than waiting around for answers to appear. Being proactive is a way of thinking and acting.
Studies show that happy and proactive employees results in a better service being produced, inevitably resulting in greater customer loyalty levels. Through an increase loyalty, the word-of-mouth marketing generated will help drive new customers, enhance the reputation of the business and secure future revenues.
The purpose of measuring productivity within an organisation, is to evaluate the efficiency with which inputs are transformed into outputs of goods or services. Proactive and initiative people are constantly moving forward, engaging in making things happen and actively contributing to the growth of business. Maximising productivity is the key to business success, and technology is the key to achieving this faster and smarter way of working.
Invest in dedicated technologies
Technology is a utility that we used for work and for play. Many technologies aim to help employees collaborate in a more and effective way. Investing in the right technologies will result in greater productivity, fewer mistakes, greater profits, happy employees and loyal customers.
Common types of technology investments include: securing a business network foundation, increasing productivity by automation of processes, developing new training programmes for employees, and making improvements on existing technologies. The benefits that employees will receive when investing in such business technologies include:
- To be able to make decisions faster and resolve issues more quickly
- To work whenever and wherever through the use of real-time applications
- Employees being able to amass the right information at any given time (great for out-of-office meetings)
- Collaborate on projects with other employees without the need for face-to-face interaction
- Schedule meetings and appointments online
Encourage enthusiasm in employees
Technology is a tool to help administer productivity, however technology requires input from employees in order to be a success. These employees must attain a proactive skill-set and be able to make conscious decisions to contribute to the long-term goals of the business. Unfortunately you cannot train workplace morale, but you can inspire colleagues to push themselves to exceed their potential. The workplace behaviours and mannerisms employees should acquire to be proactive and prized include:
- Mental preparedness: proactive people are very rarely caught by surprise, as they tend to anticipate when problems are arising. In order to predict future outcomes, employees must understand how the business works by recognising regular routines and daily practices which exist.
- A hack for preventing issues: when challenges approach, employees should take control and confront such obstacles head-on before the problem becomes a disaster.
- To be a participant: To be a participant: employees should take an initiative and work to be a part of the business success. To do so, they must exert their opinions and make active contributions.
- A desire for the future: in order to make the best decisions for the business, employees must understand the long-term goals of the business. What employees do today, should be aimed to ensure the success of tomorrow.
- Carry out accomplishments: procrastination is not an option in the workplace. Employees should be decisive, take ownership of their performance and be willing to pull their weight.
Be passionate about customer satisfaction
Employee Performance + Customer Expectations Being Met = Customer Satisfaction + Increased ROI
You may have the greatest customer service team in place or the best technology available on the market, but if customer needs are not being met, the reputation of your business’ services will dramatically suffer. Customers expect certain things when they walk into a business, your business must be able to identify to exceed customer satisfaction levels.
Customer service has never been so important, yet many firms seem to have lost sight of their customers’ needs. The quality of your service is largely determined by the perception of your customers. Knowing and managing these expectations is an essential part of your business.
The efficiency of procedures is a huge challenge for many businesses. More often than not, the drive for efficiency threatens customer service levels. These businesses try to keep expenses as low as possible by standardising much of their service delivery as possible, which ultimate results in the loss of custom. Your business must aim to deliver a first class customer service through all mediums. For example: if you’re not actively available to answer customer telephone enquiries, outsource your calls to alldayPA telephone answering service.