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How to Solve the Value Mystery


Recently a client, who is in the service industry, asked me what is value and how does he make sure that he is creating it properly for his clients?

In a broad sense, value is demonstrated by doing correctly, consistently and efficiently more than what you’re supposed to do.

As it relates to the relationship you build with your customers, you should consider the following:

  • It’s your customer’s needs that are more important than you demonstrating to them how much you know. It’s a given that you know your business better than anyone else. You must make sure that you use that knowledge to address your customers’ needs.
  • In addition, on a daily basis, you should have in place procedures to look for opportunities to always improve customer service and satisfaction. Your customer expects you to be better – ignore this value expectation and your business will disappear.
  • Train your team to consistently deliver the service you want your customers to experience in order to deliver your value proposition.

Want to know what to do next? Talk to your best customers regularly.

Related: Are You Really Developing Your Team?

To start, find at least 10 or 12 of them and ask them two questions:

  1. First ask them – what made them decide to work with you in the first place?
  2. Then, ask the next question – why do you continue to work with me now?

Their answers will give you some great insights into what they believe is important to them. Address those needs consistently in order to meet or exceed their expectations and you will have mastered the value mystery.

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