Allow a Coach a Little Rant Now and Then

I'm only human. I, too, have opinions that I really am bursting to share that fall outside of the coaching sphere. Please allow me a few minutes.

Health care- the demon that it is.

I'm not one that goes on about a universal health care system. I lived in the UK and took part in their system and found it to be adequate but I've not designed or even in concept dreamed up a perfect system for the U.S. I've always worked (since the age of 12) and since the age of 18 have always carried health care via my workplace or paid for it independently- without much gripes.

But fast forward to today. 2008. I'm a budding entrepreneur who has achieved a fair amount of success in several fields and I enjoy my work immensely. I pay for my health care monthly and don't mind the cost- with few exceptions. (they barely cover me unless I'm in a catastrophe and customer service is appalling- oh and did I mention they don't cover me if I get SICK?)

I needed to make an appointment for an annual exam. Although they will likely only pay $10 for such exam (my exaggeration is coming alive- watch out) I still wanted to use them as we are supposed to. So, I checked the website and found 50 people in my area (a medium size city) who are a part of my health care plan and can complete my exam. I made my long and short lists via my discriminators and then called the top 5. One only takes cancer patients. Ironic because cancer isn't covered by my insurance FOR ME although I am at an elevated risk. She won't take me because I don't have cancer (perhaps YET is the word to insert here). Another can't get me in until June (its February). .. the ugliness continues. Finally, one of my five can take me within a month and I can only hope that I like her. Wish me luck. Also wish me luck for finding parking - for there is none around her.

All of this chaos has forced me to adopt a goal for 2008 (my 2008 plan which I designed in Winter of 2007). I resolve to pay outright for my health care rather than be abused by insurance companies and pay them for such abuse. I hope to institute this goal by the end of 2008 or 2009 at the latest. But, I promise you this, this goal will be a major goal area of mine until it is achieved. I encourage people to be grounded in the rationale for their goals. This one will NOT be a problem for me. I am angry and insulted enough to make it happen.

Your coach-
Lisa (a human with issues like everyone else)

How can I make more money? Its easy. Really.

What’s an EASY and QUICK way to improve your business and make more money?

Be a great referral so that people enjoy referring you! If you don’t do what you do well or if people don’t like you – you are not a great referral. I’m sorry, but the truth hurts sometimes.

Now, how can you ensure that you are a GREAT referral?

I’ll give you two basics...
Take stock in what you are offering.
Admit you and your company are NOT perfect.

Take stock in what you are offering.
Make a list of your products and/or services? Did you include exceptional customer service as an offering? You should have- but ONLY if you really strive for it. To strive for it you must first define it and know how to include it in your business. Remember, it’s not only what we sell but how we do it that matters. In fact, it can matter more how you sell and follow up than the widget you offer. To begin taking stock in what you offer answer the following questions:
What does customer service mean to your staff? (Don’t ask them rather observe them- get a mystery shopper if you have to)
Do they share your philosophy on how to treat clients?
Do you know how your clients feel about your last interaction with them? (If not, ask them today)
How often do your clients refer you to their friends? (If they don’t you have a problem)
Do you have repeat customers? What percentage? (If you don’t or its under 80%, you have a problem)

Admit you and your company are NOT perfect.
None of us are. However, that is not an excuse to be mediocre. Every unsatisfied customer you have is a failure- on you and your company. Sure, there are jerks everywhere and once in a while you’ll find you did your absolute best and someone wasn’t happy. But, that is often not the case. More likely, you or your staff FAILED to understand the customer’s needs, keep in touch, follow up, establish a great rapport, and/or deliver an outstanding product or service ON TIME. If you did, you would have had a happier customer- and a win- for you and your company.

To learn about your own imperfections do the following:

Follow up with every non-repeat customer you have and ask them how you could have done better. (Remember, it’s not personal, it’s business. Put your armor on- this may hurt.)
From each follow up, create a lesson learned and recommendation to improve.
Constantly assess you and your staffs communication skills, industry knowledge and dedication to the business. Everyone should be interested in growth (in all ways) and improvement- when that exists your company will be better for it.