Introduction
Steve Harris is regarded as Nigeria's leading Life Strategist, a highly sought after Management Consultant, Motivational Speaker & Author. He has designed, managed & facilitated several customer service& personal mastery training programmes, management and leadership retreats.
In 2011, he authored his biography; ‘From College Dropout to Corporate Sellout’, where he shares his secrets to overcoming the ‘perceived impossible’ and achieving phenomenal success despite being a Two Time College Dropout. He is the CEO of EdgeEcution ,a top-notch management consulting firm. Steve Harris is turn-around expert, inspirational speaker & inspirational corporate activator. In July 2011, Steve Harris was made a United Nations Young Ambassador for Peace due to his impact & inspiration.
#ElevateDay begins
@elevationng : @iamsteveharris In your opinion, what's the very first thing to do when starting a business? #ElevateDay
Well, I'd say ask what need does my business meet? What problem does it solve or what desire does it meet? If it meets a small need, it's gonna provide small money! Your value is determined by the vacuum you fill. So identify who the customers (folk who can pay) are from your consumers (folk who love you but can't/wont pay). The bigger the problem, the bigger the solution: the bigger the solution, the bigger the value, : the bigger the value, the bigger the money they pay and the bigger the money, the bigger the boy! Lol
@elevationng : @iamsteveharris How can businesses improve customer service? #ElevateDay
First off, businesses need to recognize that customers do business with people they like. So they've gotta make a conscious effort to raise their likeability factor. If the customers don't like you, you're toast! Also business owners need to remember that brands are built by consistent experience! So what type of experience do I get when I interact with you? Are you glad to see me or am I an interruption? As a management Consultant, I train many organizations on customer service, and I tell them customer service is DEAD! Every firm knows what good service is from bad service : But what gets you to stand out is SERVICE MAGIC! You have to build a 'wow' factor into your business! It could be the way you respond on the telephone or the fact that you deliver reports 24 hours after engagement, or deliver hot food or give a refund if its cold. Everyone talks about the extra mile, but it's borne out of great sacrifice. Knowing that the day you lose your customers, you're outta business! Turn your customers into brand evangelists. Be like Arsenal fans, they may not win trophies, but they can sell their club to anyone (low blow)
@elevationng : @iamsteveharris Why is it so difficult for a growing business to establish a reputation?
As I said before, brands are built by CONSISTENT experience. Unfortunately, many businesses vacillate in service delivery. So they're great today, and awful tomorrow. And soon, the customers see them as average! In business, you're either GREAT or TERRIBLE! AVERAGE or 'Just There' is forgotten!
@elevationng : @iamsteveharris Can you share with us some very PRACTICAL steps for running a successful business?
- You've gotta be aware of what your customers want. You need to feel their pulse, conduct research, and ask them.
- Touch base. What should you start, stop or improve?
- Also remember that your staff are also your customers and will give your customers what you give to them. Instill your corporate DNA (vision, values etc) into your team. Reward great behaviour and sanction wrong behavior. Communicate with your people. Don't be too far from them.
- Measure and manage growth.
- Don't over capitalize and lastly,
- Dream BIG, Start small and Grow fast!
@elevationng : @iamsteveharris What should a business be aware of when taking on new staff? #ElevateDay
Do they fit into the corporate culture? Do they share our values? Are they suited for the task? Can they be trained? How proactive are they? How fast will they jump ship if we're in slow times? Where do they see themselves in a couple of years? How much would they like to earn and CAN THEY SELL? .Most importantly, can they bring in more than the value of what they're being paid? I started business with N20k in Jan 2011, but I found out I was wealthier in goodwill. I traded off my goodwill.
@elevationng : Thank you @iamsteveharris for sharing with us your knowledge & experience #ElevateDay
@iamsteveharris : @elevationng ...Thank you for the privilege
Thank you for joining us on #ElevateDay today.Do join us same time next week for another mind-blowing session. #ElevateDay holds every Tuesday at 6pm on Twitter.
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