In every professional role I have focused my energy in helping companies strive for peak performance. This has many moving pieces from developing and empowering staff to do their best, providing a quality product or service, and managing the details of the business to ensure financial profitability to name just a few.
It’s second nature for me to critique businesses that I come into contact with even on a personal basis. Questions I ask myself is do they need that many staff or why don’t they modify the processes in a certain area to save time which equates to money. What is their vision and mission and how is it communicated to all parties?
Yesterday I walked into a business and was amazed at a company that does it right based on my first impression. This was a professional services firm offering optometric services located in a typical strip mall. Upon entering, I thought I was in a high end professional office with its impeccable interior design and polished concrete floors. I was warmly greeted and offered a beverage before my scheduled appointment.
Their mission was clearly stated on the wall, to provide you the best professional service in a relaxed family setting that will make your visit fun and comfortable. The staff was extremely courteous, knowledgable, and well trained and the paperwork was minimal and painless. There were massage chairs, interesting reading material, and a variety of soft drinks and candy while you waited for your appointment. There was a separate room for kids and a mature french bull dog wearing a tie to entertain you while you wait. The doctor came out to greet their next patient similar to answering your front door.
It was evident from the conversations many were returning clients with an established bond between patient and doctor. I couldn’t find a single thing to critique and no detail was missed in their design or execution. What I valued the most is the business incorporated it’s vision and mission in every detail.
When I met with the owner (doctor) for my appointment, she naturally asked me what I did for a living. I told her that I help companies build businesses like hers and how impressed I was by my initial visit. This was truly a business with meaning and purpose that is effectively communicated to both the staff and clients it serves.
At the end of the visit when I paid for my service, I got the sense her financial processes and pricing were as effective as her operational processes. It didn’t matter if I paid a little more than the competition, I felt valued as a customer and the service was exceptional.
Kudos to businesses that truly establish a mission and vision for their firms. I will be back to pick up my glasses soon and with perfect vision again, I am hoping to see more added value offered in their business model and possibly something to critique.
Please join me for next month’s blog on business tips for successful companies…