Page 25 - Delivering Authentic Customer Experiences

Principle 1 Delivering Authentic Customer Experiences

• Sustainable growth – a legacy to develop and pass on
through the family

Once you’ve identified this you can develop a workable business
plan and strategy to help you achieve your aspirations. Having a
clear direction of travel is critical for you and those working with
you. It will help shape your organisation and direct how it does
business.

It’s easy to become a busy fool! Your employees, if you have them,
will look to you to set an example of best practice within the
company. It’s therefore important you walk your talk, know your
strengths and are consistent in your behaviour. Sometimes,
particularly when faced with a difficult economic climate, it’s hard
not to get caught up in working in the business rather than on it!

Here are some of the reasons business owners might feel
compelled to do this:
• lack of skills
• erratic cash flow
• rapid growth
• control freak!

Running a business then becomes a game of survival – fight, flight
or freeze; none of which are great growth strategies. If you
recognise any of these symptoms, it’s probably time to take a step
back and review your approach:
• focusing on minutiae rather than the big picture
• a reluctance to change and adapt to stay ahead of the
competition
• loss of direction
• lack of understanding of your target market

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