Manage or lead – your customer

Business Essentials number 1891 #1891 

Conversation, interaction, where to begin – Business Essentials that separate the good from the great.

I find in dealing with a wide range of people, that many of them – when they grasp the understanding between leading and managing – they not only change the way they interact with their people, they change the way they interact with their customers.

When you commence any relationship with anyone, whether it be with a person you are employing or a person you are selling to, the conversation starting point is the key.

Seek to understand where the other person wants to be” – make this the starting point of every single interaction you have and your success will multiply.

Often the starting point with a customer in a retail setting is the sale that is front of them. In reality – all sales, all transactions are meaningful on some level.


the starting point of dealing with a customer is to understand them, then you can lead them through the decision making process.

The same is true of your people, or your partners or your suppliers or other circles of influence you deal with.

I have found in my education of business owners that this is one of the single most important lesson you can learn. To know that the conversation should always start with “where does the other person want to be and how will my interaction help them to get there?”






Business is all in the planning


Setting out to deliver a product or service and then delivering that service to the market – put simply – is why any business exists.

Now you may have some other reasons for being in business however fundamentally your business exists to serve a market need or want.

No matter what business we work with, not matter what the owners intention, the key to making this work and delivering on the service is still in the planning.

Planning gives you a roadmap, it gives you the direction and guidance you are looking for and it gives you the ability to know what a good and bad day looks like based on your plan.

Planning is not always about certain things in certain times – chronology is often used – however the achievement of the action is the key, not the time it takes.

Setting aside planning time when it suits you is vital also. Set the time aside and in the location you decide when it is best for you. We all have different times of the day when we are most effective, use the time of the day when you are at your best to plan.

This is one of the key Business Essentials in my view – I continue to see it in all my consulting, when the planning is solid and habitual, the business evolves.

Enjoy the journey




The 70 / 30 rule – a quick reminder


70-30-diagram (1)

The rule of 70/30 is one of our most important Business Essentials. It focuses in on the need for us as business people to spend 70 per cent of our time on the today activities and 30 per cent on the tomorrow activities.

Planning is so very important to your everyday success. No matter what business you are in and no matter for how long you have been in business for, planning for each increment of time gives structure we all need.

So a quick tip and reminder to focus some of your attention on the future and not simply on getting through today.