ʻO ka manawa kēia e huli i kāu ʻoihana i lalo

kiʻi kiʻi 7

Ke wehewehe nā ʻoihana i kā lākou hierarchy hoʻokele, loaʻa mau iā ʻoe kahi kiʻi nani e hoʻonoho i nā limahana e ka mea a lākou e hōʻike ai. ʻO nā mea me ka mana a me ka uku e helu mau ʻia ma luna… ma ke kaʻina o ka mea nui .

ʻO ka hana limahana limahana

ʻAʻole ia he pūʻiwa. Hoʻokomo kēia i ka mea kūʻai aku ma lalo o ka hierarchy. ʻO kēlā mau limahana e hana pū ana me nā prospect a me nā mea kūʻai aku i kēlā me kēia lā ke ʻano o ka uku haʻahaʻa, ʻike ʻole, hana nui a me mea nui ʻole kumuwaiwai kanaka i ka ʻoihana. A paipai ' hoʻoneʻe i kahi lunamaka lawelawe mea kūʻai aku aku mai ka mea kūʻai aku a i kahi kuleana hoʻokele kahi e loaʻa ai nā pilikia ua oi i ka luna. Pono e hana kēia no ka mea ʻaʻohe hilinaʻi o ka poʻe limahana, ka mana a me ka mana e hana i nā loli e pono ai hoʻokō i nā manaʻo o nā mea kūʻai aku.

Ua noʻonoʻo paha ʻoe i kēia me he Customer? Hoʻonohonoho ʻia ʻoe i mea nui lalo ʻo ka limahana haʻahaʻa. ʻO nā limahana me ka uku haʻahaʻa, ka noho pōkole loa a me ka manawa liʻiliʻi o ka hoʻolaha a manawa kūpono paha. Oluʻolu. ʻAʻohe mea kupanaha no ke aha ke kipi nei nā mea kūʻai aku!

ʻO Kyle Lacy hoa aloha loiloi ʻia ka puke a Jason Baer's, Hoʻohuli a Hoʻohuli:

Ma nā ʻōlelo a Jason, aia ka pāpāho kaiapuni i mua o ka ʻike o ka mea kūʻai. ʻAʻole i hana hou ʻia nā manaʻo a me nā manaʻo o nā lama i ka lumi papa (kahi a nā poʻe e makemake ai e manaʻoʻiʻo) akā hana ʻia i loko o kā mākou lumi lumi, nā hale ʻaina, nā wahi ʻohiʻohi, a me nā kī kī.

Ke heluhelu ʻoe e pili ana i ka Zappos kūleʻa, Ke hoʻomau nei ʻo Tony Hsieh i ka lawelawe ʻana i ka mea kūʻai aku a pehea e hāʻawi ʻia ai ka mana o kāna ʻelele lawelawe e kōkua i ka mea kūʻai aku. ʻOiai aia lākou i ka lalo o ka hierarchy uku, Zappos ua hoʻohuli kūpono i ka hierarchy mana.

ʻO kēia ka manawa i hoʻolei nā ʻoihana āpau i ka hōʻike atypical a me ka mana o ka mana a huli i lalo i lalo. Pono e hoʻokau i nā mea kūʻai ma ka piko o kāu hierarchy, pono ka mana o kāu poʻe limahana mua e hilinaʻi ʻia e hoʻoholo pono i ka mea kūʻai aku. ʻO kāu mau luna, luna a me nā alakaʻi lohe i kāu poʻe kūʻai alo alo a hoʻomohala i nā hoʻolālā wā lōʻihi e pili ana i kā lākou hoʻokomo.

ʻOihana Hierarchy

ʻO ka nui o kaʻu hana ʻana no nā ʻoihana, ʻo ka nui o kaʻu ʻike i nā alakaʻi nui loa ka poʻe e hoʻohana pono ana i nā kumuwaiwai, wehe i nā ālai alanui, hoʻoikaika i nā limahana, a kūpaʻa maoli i o kela mea kūʻai aku. ʻO kēlā me kēia lumi papa hakakā e kipa aku nei wau piha i nā narcissist hanohano e manaʻo nei he kī lākou i kā lākou kūleʻa ponoʻī, pono lākou e noho ma kahi o lākou, a ʻike ʻoi aku ka maikaʻi ma mua o ka mea kūʻai aku.

ʻO kahi huahana maikaʻi loa o kēia recession ke ʻike nei mākou i kēia mau poʻe e hāʻule ana e like me nā nalo. Pehea ke ʻano o kāu Customer Hierarchy i kāu ʻoihana? Aia lākou i luna a i lalo paha o ke kaula uila? E noʻonoʻo e pili ana.

5 Comments

  1. 1

    Nice post Doug. Food for thought in this day and age of overpaid CEOs thinking the company is their to pad their own wallets. The customer is king — not the other way around.

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    When I worked for one of the large wireless carriers, it always amazed me how they were always instituting policies that forced the sales/service people to be able to do LESS for the customer. And they wonder why retention is so low. Businesses, regardless of their traditional “product”, need to realize that they are all in the service industry.

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