ctors and owners are too close to the business and day to day work so can't step back as easily as they might like to.

That means problems get left to one side. There they fester and eat away at growth and profits.

Whenever I go into a business I always find areas that a business can grow profitably. Equally I can see where the business has unreasonable costs or poorly performing people.

Like almost anyone who goes into companies as a consultant you can find a sales approach, operational process, marketing strategy, product, service or customer type that can eit

If a company is bumping along with the same profits year after year it often lacks one or more of:

• strategic growth plan
• marketing plan
• appropriate sales approach
• project scheduling
• monitored customer service
• Unplanned operational processes

Missing just one of these leads to wasted effort for the whole company. Sometimes with costs that are hidden by "just doing business."

For example, think of Mr. Smith ringing to report a problem with the tap on his bathroom suite...

XYZ Customer Service Agent (XYZ CSA): "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your Kon-Tiki bathroom suites and you installed it for me last week. Unfortunately one of the taps doesn't work and we didn't realise until your plumber left and we couldn't get hold of him to ask him to come back."

XYZ CSA: "Oh that's a shame. Unfortunately I don't do the scheduling for the plumber so I've no idea when he can get back to sort it out for you. I'll ring his department and find out a time and ring you back?"

Mr Smith: "Great thanks"

XYZ CSA then puts the phone down and starts to note the request. Another call comes through XYZ takes the call and then forgets to finish the note.

The next morning ....

ABC CSA: "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "I rang yesterday about getting a plumber to sort my tap out."

ABC CSA: "Oh. There's nothing here about that. Just give me your details..."

And of course this ties up another employee on the same problem. And is a hidden cost. Plus the customer is annoyed that he's been forgotten and is likely to tell others of his misfortune. These are all hidden effects of poor customer service.

How You Can Find Out How To Grow Your Business

Use a fresh pair of eyes. Get an outside consultant to come in and go through it.

Often the directors and owners are too close to the business and day to day work so can't step back as easily as they might like to.

That means problems get left to one side. There they fester and eat away at growth and profits.

Whenever I go into a business I always find areas that a business can grow profitably. Equally I can see where the business has unreasonable costs or poorly performing people.

Like almost anyone who goes into companies as a consultant you can find a sales approach, operational process, marketing strategy, product, service or customer type that can eith

Customer Service Agent (XYZ CSA): "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your Kon-Tiki bathroom suites and you installed it for me last week. Unfortunately one of the taps doesn't work and we didn't realise until your plumber left and we couldn't get hold of him to ask him to come back."

XYZ CSA: "Oh that's a shame. Unfortunately I don't do the scheduling for the plumber so I've no idea when he can get back to sort it out for you. I'll ring his department and find out a time and ring you back?"

Mr Smith: "Great thanks"

XYZ CSA then puts the phone down and starts to note the request. Another call comes through XYZ takes the call and then forgets to finish the note.

The next morning ....

ABC CSA: "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "I rang yesterday about getting a plumber to sort my tap out."

ABC CSA: "Oh. There's nothing here about that. Just give me your details..."

And of course this ties up another employee on the same problem. And is a hidden cost. Plus the customer is annoyed that he's been forgotten and is likely to tell others of his misfortune. These are all hidden effects of poor customer service.

How You Can Find Out How To Grow Your Business

Use a fresh pair of eyes. Get an outside consultant to come in and go through it.

Often the directors and owners are too close to the business and day to day work so can't step back as easily as they might like to.

That means problems get left to one side. There they fester and eat away at growth and profits.

Whenever I go into a business I always find areas that a business can grow profitably. Equally I can see where the business has unreasonable costs or poorly performing people.

Like almost anyone who goes into companies as a consultant you can find a sales approach, operational process, marketing strategy, product, service or customer type that can eit

t it out for you. I'll ring his department and find out a time and ring you back?"

Mr Smith: "Great thanks"

XYZ CSA then puts the phone down and starts to note the request. Another call comes through XYZ takes the call and then forgets to finish the note.

The next morning ....

ABC CSA: "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "I rang yesterday about getting a plumber to sort my tap out."

ABC CSA: "Oh. There's nothing here about that. Just give me your details..."

And of course this ties up another employee on the same problem. And is a hidden cost. Plus the customer is annoyed that he's been forgotten and is likely to tell others of his misfortune. These are all hidden effects of poor customer service.

How You Can Find Out How To Grow Your Business

Use a fresh pair of eyes. Get an outside consultant to come in and go through it.

Often the directors and owners are too close to the business and day to day work so can't step back as easily as they might like to.

That means problems get left to one side. There they fester and eat away at growth and profits.

Whenever I go into a business I always find areas that a business can grow profitably. Equally I can see where the business has unreasonable costs or poorly performing people.

Like almost anyone who goes into companies as a consultant you can find a sales approach, operational process, marketing strategy, product, service or customer type that can eit

ort my tap out."

ABC CSA: "Oh. There's nothing here about that. Just give me your details..."

And of course this ties up another employee on the same problem. And is a hidden cost. Plus the customer is annoyed that he's been forgotten and is likely to tell others of his misfortune. These are all hidden effects of poor customer service.

How You Can Find Out How To Grow Your Business

Use a fresh pair of eyes. Get an outside consultant to come in and go through it.

Often the directors and owners are too close to the business and day to day work so can't step back as easily as they might like to.

That means problems get left to one side. There they fester and eat away at growth and profits.

Whenever I go into a business I always find areas that a business can grow profitably. Equally I can see where the business has unreasonable costs or poorly performing people.

Like almost anyone who goes into companies as a consultant you can find a sales approach, operational process, marketing strategy, product, service or customer type that can eit

ctors and owners are too close to the business and day to day work so can't step back as easily as they might like to.

That means problems get left to one side. There they fester and eat away at growth and profits.

Whenever I go into a business I always find areas that a business can grow profitably. Equally I can see where the business has unreasonable costs or poorly performing people.

Like almost anyone who goes into companies as a consultant you can find a sales approach, operational process, marketing strategy, product, service or customer type that can either be improved or needs removing.

The reason any consultant who goes into businesses can identify problem areas or those with potential is not because we're better than the owners or directors. It's because we come with objective judgment and our analysis is based on knowledge of other companies we've been in.

The other thing is that a consultant can report hard truths that must be faced without having to dress them up. In the next article I'll look at which fresh pair of eyes you should get into your business and why.