Listen Carefully

By Larry Klimek
JKL Associates

How much do you actually know about your customers? What are they saying about your business? What could you learn from listening to them? What could you learn from your employees?

In the hustle and bustle of daily operations, we as business leaders need to stop and take a good listen to the noise in and around our business. The noise I’m referring to is what is being said or not said about your business.

With all the mobile technology these days, there are plenty of places people can post their thoughts about how your business is performing. They will give reviews of your services, products, location etc. This data is all well and good, but you need to take a more formalized approach to the listening process.

What specific things do you want to know about what is going on in your business? What goods or services do people want that you could add to your product line? Are your store hours convenient for attracting the business you desire?

As you look forward toward 2014 and set your goals and objectives, what is the basis of your projections? What changes are you making based on research and data to support your future directions?

The old adage of doing the same will get you more of the same is not always true in business. Doing more of the same might very well be allowing your customers to quietly slip away. In today’s marketplace, the consumer is more demanding. They are looking for innovative things and better ways for them to accomplish their daily lives.

This week, give consideration to getting more in touch with your customers and employees. Collect some real data by doing customer surveys or focus groups. Allow your employees a way to provide their input to things you may want to do in your business to make the environment better for both employees and customers alike.

With minimal investment you can tap into various data points to get a read on past, current and future performance items you may want to implement during the coming months in 2014. It is never too late or too early to listen to what your customers, both internal and external, are saying about your business.

Larry Klimek is president of JKL Associates in Grosse Pointe Farms. JKL Associates strategically builds lean, profitable business and the talent to make them great. Visit www.jklassociates.com or call (313) 527-7945 to learn more.