I stumbled into a report by the Small Business Association (SBA), which states that 30% of new businesses fail during the first two years of being open, 50% during the first five years and 66% during the first 10. The SBA goes on to state that only 25% make it to 15 years or more

This has prompted calls from entrepreneurs on how best to build a sustainable business. Two recent encounters readily revived this discussion, for me

  • #1. A few months back, I was at Asaba for a speaking engagement. At the Hotel where I was lodged, I asked the workers for their service promise statement, to guide my business decisions. There was none! Guess the kind of service they provided? Poor customer service was on the prowl!

  • #2. Such frustrations are not the worry of customers alone. After presenting a paper to members of the entrepreneurial sector of an esteemed professional body here at Lagos Airport Hotel, one participant walked up to me. His words, “Mr. Hunder, I am a retiree business owner; I have invested millions of naira in a manufacturing business, and have worked really hard to get my workers to be responsive to the business; but nothing is working. Now, I am discouraged and feel like giving up!”

What’s actually going on here? Why do workers behave like this? 

Here’s why:

There are misalignments between the business owners’ vision and those of workers.

Many entrepreneurs don’t involve workers in crafting their service vision and promise; they say it doesn’t matter.

Not true. If people don’t know where they are going, any road will lead them there”.

To build a sustainable business, you must win the hearts and minds of all your workers – so everyone sees the service vision as clearly as you see it

I remember the ancient phrase “where there is no vision, the people perish”. In like manner, if you don’t have a documented service vision known to your workers, the LONG-TERM SURVIVAL of your business will be at stake. Don’t do that! 

Learn more from this video

So, you want to discover how to actually serve your customers well, keep them returning over and over again, and build a sustainable business – while also making your mark in the world?

Here’s how:

Create and launch your service quality assurance solution.

With so many questions like this been sent to us, that’s why I wrote thi ebook, “How I created service quality assurance solutions for some business from scratch, with amazing results”.

If you don’t already have a copy, you should

Click the download button to get it for  FREE, and learn how to leverage your business the smart way

Also, I like for you to SHARE this with those whom you think it would benefit. 

And let’s keep the Voice of the Customer (VOC) Alive!