I write this blog while waiting for repairs to be made to the plane prior to take off.  Which by the way I think is a damn fine idea, if there’s a problem with the plane I don’t care how much time it takes to fix the problem.  It never ceases to amaze me how some people moan and grumble about the plane not being able to take off for mechanical reasons or when the plane has to be de-iced.  What could possibly be that important at the end of the journey to piss and moan about flight safety?  So, I have some time on my hands and I had a little extra time to devour the National Post.  I came across an interesting article; it was especially interesting given the purpose of my trip…

I decided that 2013 was the year to reconnect with our customers.  The previous twelve months became somewhat of black hole with respect to this practice.  No excuses, but I was the Chair of CAAMP in 2012, at the same time working on a management buyout, which came to a conclusion in February of this year.  Now that my responsibilities with CAAMP are becoming fainter and the Merix and Paradigm ownership issue is resolved, it’s back to basics.  I’ve always believed that sitting directly across from your customers, looking at them in the eye, and asking them for feedback is the best way to gauge exactly how your organization is performing.  So on tour I go.  I’ve met with a number of our status originators in Toronto, Calgary, Winnipeg, and with plans to meet in Ottawa, Vancouver and either Saskatoon or Regina.  One way to show a customer that their business is valued is to meet them in their backyard.  The effort alone should speak volumes (pardon the pun).  Back to the article in the National Post entitled, “Six skills to ensure success,” written by Rick Spence.  He states that one of the six keys to success is to “snuggle up to your customer“.  According to Spence, “some of your best sources of market intelligence and new ideas will come from clients.“  That is so true, and its why enjoy meeting with our loyal supporters.  I talk very little about Merix Financial when I meet with our customers.  I’m more interested in their business, and how we might fit within their mortgage ecosystem – the best way to find this out – talk less and ask questions.  Your customer will provide a detailed road map for you and all you have to do is two things – don’t interrupt and make them THE focal point.

If you’re executing fundamentals in customer feedback such as: requesting feedback, surveys, one-on-one meetings and user groups – that’s fantastic because it’s a key to success.  However, in this day and age of text, twitter and every other medium contributing to the erosion of effective and personal communication – the one-to-one meeting is a huge advantage.  There’s still customers out there who value the simplicity of an authentic conversation (and that’s becoming a skill set today).  Your customers enjoy the engagement, and you learn from it; doesn’t get much better than that.

Until next time,

Cheers.

National Post: Small Business Skills for Success