Every once in a while you should brainstorm on what your customer likes and doesn't like. Simple changes make a big difference.

As an example, I once worked in a team that was causing customers to become irate without even realising the grief that their actions were causing. When a client rang up and asked for technical support, they were switched through to various support people. If the support people were on the phone or busy, as you would expect, the sales team member would take a message.

The problem arose because the sales team member would say "I'll get him/her to get straight back to you" or "he will call you shortly." That set up an expectation with the customer. If the support person rang back 5 hours later, they were met with an already dissatisfied customer. Non business customers are particularly sensitive because they often stay at home waiting for the call and put off household chores.

In each coaching update we look at a different area. We suggest that you work with our coaches to improve your business.There are now over 1000 organisations that are using these Think Tank templates and a growing number of coaches and consultants that have been trained in their execution.

How to use this coaching tool.

There are two diagrams below. The first diagram is a simple guideline of some of the answers or strategies that you might develop in this particular area. The second form is a blank template that you can use to fill in your answers. We have deliberately kept the information and explanations to a minimum to focus on the "how to" form. Your business coach can act as a mentor partner leading you through these profit improvement strategies.

You might consider some of the following:

1. Updating your business plan and re-evaluating your direction.
2. Conducting a one on one workshop with our coach and brainstorming in this area.
3. Conducting a company brainstorming or workshop.
4. Ask our coach to implement what you already know you should be doing.