Clean Up Your Process

At Disney World there is a sign just outside the locker-room where all the employees,  which they call them cast members,  dress.

            The sign says "Take Pride in the Product."

            They understand that even if the cast member is having a bad day or does not feel like putting on the best show that their customer is here on vacation. It might be a once in a life time experience for the guest and it is imperative that the show be fresh and exciting every time so the guest goes home and tells all their friends about their experience.

            What is your product?

            Wrong. Your product is not just a stone countertop. It is a better brighter kitchen or a kitchen better than the Jones', or a fulfillment of a dream. It is the CUSTOMER'S entire experience from the day someone from your company first speaks with the customer  up to the day when the customer is using the countertop and forgets that it was not always there.

            Your job is to make that experience superior and to make the customer happy they chose your company, use the countertop then forget about you.... until someone asks them who did this.

            If you produce an excellent or even a superior countertop but were three weeks late, did not communicate with your customer, and left a mess then you will not get repeat business or referrals. Your may never hear a complaint from the customer but the customer's friends and relatives, your prospects, will.

            The countertop you produce will be in the customers for a very long time. It will represent you so it needs to superior even if you or your employees were having a bad day when they were making the top. And as long as your  customer is in the home they will remember the experience as well, particularly if it was bad and pass it on.

            You need to clean up your production process first. Some things you need to consider as you clean up your process.