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Executive Insight
Tip of the Week
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Hi !
Welcome to this week's issue of Executive Insight.
I'm in Chicago for a few days on business, which is enjoyable because I lived here years ago when I began my career at Continental Bank. Some things never change: it's cold and rainy even though it's practically May.
What Clients Really Value I frequently use my airline's club when I travel, and it has been a haven during flight delays or long layovers. When I checked in at the reception desk with Monica on my way to Chicago this week, she reminded me that my membership was about to expire. In spite of having been a member for 25 years, belt-tightening compelled me to decide that this was an expense that could be cut this year. After all, I know there are other ways that I can still have access to the club; I just wouldn't be a member. With no pressure or attitude, Monica said that she had heard the same thing from a lot of people recently. She went on to say that if I used the club without being a member, I'd still enjoy the basic amenities. She continued: I wouldn't be able to use their Wi-Fi as a non-member (hmmm....not so good), and they wouldn't be able to help me with any flight changes, if I missed a connection due to weather delays. That hit a nerve. Immediately I flashed back to an episode when I traveled through Dallas during bad spring thunderstorms. I was stuck in transit at DFW, with thousands of other stranded travelers. The club employee who helped me reroute was a lifesaver, and I remember how grateful I was to not have an endless rebooking nightmare. As I handed over my credit card to pay for my membership renewal, I thought about how this incident applies to all businesses. There are a lot of benefits to what you offer your clients, but do you know which of these benefits they truly value? Take an informal survey of your clients. Ask them which aspect of working with you really makes a difference to them. For example:
Help them dig below the surface, and you'll be intrigued by what you discover. As you begin to understand what your clients value, focus on these points to strengthen your current client relationships. You may also find that this information is tremendous in approaching new clients and setting your business apart from others. Drop me an email and let me know what you learn.
Have a great week!
 Copyright 2009 Lisa M. Aldisert
Lisa Aldisert is the president of Pharos Alliance, Inc., a management consulting firm that works with organizations in the areas of strategy, business development, and organizational/leadership development. Give us a call at 212-332-3241 to see how we can help you create strategies that make sense for your organization, and result in increased revenue and profitability. |
 Issue #5, April 30, 2009
ISSN 1947-2889
Our goal is to provide you with timely tips so that you can more effectively run your business. We know you have a ton of mail in your inbox, so we're committed to brevity and practicality.
Leadership and the
Bottom Line
The adage that "less is more" is applicable in many situations, but not always in leadership. If your people are craving face time, you need to do more, not less.
Personal Power
Do you have trouble saying no? If you do, it's time to practice. People who can't say no eventually fulfill everyone's needs except their own.
Trend Watch
Wednesday's New York Times featured a story about how eliminating cafeteria trays in schools resulted in saving thousands of gallons of water. Unintentionally, tray-less customers began to modify the amount of food they selected. What is ubiquitous in your world that could be eliminated, resulting in unintended outcomes?
Editor
Julia E. Rosenbaum
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