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Being the best

23rd July 2010

I have taken some time out with colleagues this week to think about what it means to 'be the best'.  We are not in the business of applying superlatives where we cannot know if they apply, but we wanted to explore the process of how a company might go about being the best, and we came up with some conclusions:

  • You must hire the best people.  It was Red Adair who said "you think professionals are expensive until you hire an amateur".
  • You must train and develop your people.  If they go on a course which improves their career prospects and allows them to move on, so be it.  You cannot keep people by creating poor working conditions.
  • You must filter your sales pipeline.  It is no good attempting to service everyone's needs.  Until you filter out some potentials, you won't have time to service your customers properly.
  • With your customers, you must go above and beyond what is expected.  Think long term.  As with your staff, your customers need your time and attention, whatever stage of the process they are at.
  • You must learn from the competition.  Not to slavishly study their manuals, but to innovate and find ways to offer better service.  You must keep up with the industry and the times.

Don't be evil, Google maps

8th July 2010

We have had word from a customer of a customer that the review section of Google maps is being abused.  This feature allows you to write a review of any business you find on Google maps, which is then displayed on that page and cannot be deleted by the business owner.

All well and good, you might think, because consumers need protection from bad businesses.  But what if competitors are paying their employees to write bad reviews of a business, and this sends customers elswehere?  Google have not responded to this specific point; if you feel strongly about it why not take part in the debate or post a new question here:

Google support forum.

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