A Clear Mission that describes what you do For any business to succeed, even a business consisting of one individual, it (he/she) needs to know what they're about - what, precisely, it is that they do. The mission statement describes "what" of your business. It states why your organization is in business and what you are hoping to achieve.

A typical mission statement contains three components:

1.The overall purpose of your business – what are you trying to achieve, why are you in business 2.What your business does – products and services it provides 3.What’s important to your business – values your business lives by

Some examples: Pfizer Pharmaceutical’s mission statement: “We dedicate ourselves to humanity’s quest for longer, healthier, happier lives through innovation in pharmaceutical, consumer and animal health products”.

Purpose: quest for longer, healthier, happier lives Business:pharmaceutical, consumer and animal health products Values:Innovation

Dell Computers statement – “With power of direct and Dell's team of talented people, we are able to provide customers with superb value; high-quality, relevant technology; customized systems; superior service and support; and products and services that are easy to buy and use”. Purpose:provide customers with superb value technology Business:high quality, relevant technology, customized systems Values:superior service and support, easy to buy, easy to use

A well-crafted mission statement becomes glue that binds various parts of business

GOOD MANNERS AND COMMON SENSE

For small business owners with employees, are there ways you can instill these principles in your staff? I think so. It's not rocket science. It's mostly good manners and common sense.

If imagining yourself in a customer's shoes isn't a powerful enough image, perhaps imagining customer as your "mother" would be more effective. In other words, given a specific encounter, how would you want your mother treated? Think about it.

SETTING EXPECTATIONS

Good customer service also depends on setting EXPECTATIONS with your customers from outset--possibly even BEFORE they become your customers--and then consistently meeting or exceeding these expectations.

1) Clearly delineate your range of services--what you can and can't do. Remember, you can't be all things to everyone, and trying to do so will undoubtedly result in some level of customer dissatisfaction.

2) Let your customers know how they can access your services and when--What are your office hours? What about after hours? and when is email (or a phone call) more appropriate?

3) Provide an idea of your responsiveness--When a customer calls or needs work done, how responsive are you? Be consistent. If you routinely reply to emails within one business day, do this consistently. If, for some reason, you aren't able to respond as you traditionally do, let your customers know (for example, you're on vacation, away from office, etc.).

4) Maintain good, honest communication. If you can't do something in a requested time period, or aren't available, simply say so. It's not only right thing to do, it's good service.

5) Provide alternatives. If you can't meet a customer need, offer ideas for alternatives. This may push business to someone else, but you're certain to engender goodwill among your customers--and that can often result in return business and, at very least, positive word of mouth.

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Copyright (c) 2004 by Matt McGovern--All rights reserved.