I appreciate it Leon. You make a great point about “clear, precise focus’ because no matter what area of business we are talking about it needs to be tightly focused on supporting the serving of that specific market you speak of. One of the things that I like about emphasizing the customer experience, not just customer service, is that it really embraces your concept that everything is marketing and that all points of the customer experience are important and “market” your business (for better or worse).

I look forward to the jargon post.

All the best!

That’s a good point about larger business considerations Michelle. It is imperative, particularly for small business owners, to know when to replace themselves in certain areas of the business. Most SMB owners are Jacks and Jills of all trades, and we find it difficult sometimes to let go, even when someone else can do the job better or cheaper.

If a business lacks a clear, precise focus and a narrow specific target market, all the hounds of heaven in full support won’t make it successful.

“Customer service,” admirable as it is, needs to be spelt out in performance terms to be effective. And so does PR, HR, Quality, Productivity and all those you beaut, trendy management virtues.

Coincidentally, I have a blog post coming next week of the dangers of trendy jargon. Check it out on http://staffperformancesecrets.com/

Have fun
Best Wishes
Leon

A self-employed friend told me recently that she hired someone for $150/week to write one piece of content a week for her blog, share three value-laden Tweets a day, and upload one great post a day on her Facebook Page. The friend uses her own limited social media time to “fill in the gaps,” retweet, reply, and reach out. She says that single move has freed her up to devote more time to other business needs and grow her business.

Thanks Laura! And you’re right, of course, it definitely cuts the other way too.

Well said!

You’re so right Kaarina — and I like the puzzle piece analogy! While I obviously believe in the power of great customer service, it can only do so much. The puzzle pieces, as you say, need to be connected and attended to.