Change is Good……You Go First, by Mac Anderson and Tom Feltenstein

“Change What Needs Changing, Not What’s Easy”

This is an excerpt from a book entitled ‘Change is Good, You Go First’ by the authors highlighted in the title.   I particularly liked the message I took after reading it and thought others may enjoy it also.

A few years ago, British Rail had a real fall-off in business. Looking for marketing answers, they went searching for a new ad agency – one that could deliver an ad campaign that would bring their customers back.

When the British Rail executives went to the offices of a prominent London ad agency to discuss their needs, they were met by a very rude receptionist, who insisted that they wait.

Finally, an unkempt person led them to a conference room – a dirty, scruffy room cluttered with plates of stale food. The executives were again, left to wait. A few agency people drifted in and out of the room, basically ignoring the executives who grew impatient by the minute. When the execs tried to ask what was going on, the agency people brushed them off and went about their work.

Eventually, the execs had enough. As they angrily started to get up, completely disgusted with the way they’d been treated, one of the agency people finally showed up.

“Gentlemen,” he said, “your treatment here at our Agency is not typical of how we treat our clients – in fact, we’ve gone out of our way to stage this meeting for you. We’ve behaved this way to point out to you what it’s like to be a customer of British Rail. Your real problem at British Rail isn’t your advertising, it’s your people. We suggest you let us address your employee attitude problem before we attempt to change your advertising.”

The British Rail executives were shocked – but the agency got the account! The agency had the remarkable conviction to point out the problem because it knew exactly what needed to change.

As Yogi Berra once said…

“Before we build a better mousetrap,
We need to find out if there are any mice out there.”

I found many similarities in what I read with what I and every other internet marketer is trying to achieve.  How do you treat your customers?  Are they valuable to you and your imminent success?  Of course they are because withouth them we have no business.

What I have always strived to do in any business I am in is first and foremost to find out what it is my customers are wanting and then I supply it.  If I personally can’t supply it, I will research and find someone who can so I will always look for a solution.

It can be very easy to become complacent, you make a few sales and that is the done deal – I don’t think it is at all, it is only the beginning of your journey with that person.  Continue to under promise and over deliver and you will have a customer for life!

Working at home in my own business, I know that my overall success or failure is solely down to me and how I treat people.  By continuing to value each and every person I come into contact with, I quickly built up a reputation as someone of trust, integrity and honesty and I really could not and would not work any other way.

If you too share similar values to me and want to change your life, then why not get in touch.  Simply enter your details at the top of this page, get a FREE eBook in the process and I’ll see you on the other side.