Programs and Policies and Metrics, Blah, Blah
I’m Not Saying We’re “Most Excellent”
But it is what we strive for. It’s a journey because no matter how excellent – or not – you are, you can always become more excellent. And I’m not saying programs and policies and such have no value. It’s just that I see too many view these things as magic bullets.
A Magic Bullet Mini Case Study
We have a vendor we’ve worked with for several years. Revenue has lagged the industry for years. Their technology, to put it politely, is old school. Their R&D spend is woeful. However, they easily lead their industry in new programs. Pricing programs for customers, incentive programs for partners, product bundles, marketing promotions – just about every kind of program you could imagine. Now folks, I’m talking about 100’s of programs over the years.
And guess what? None have moved the needle. They’ve been treading water relative to their industry. Now, this is a long established company and since the dawn of the new millennium they have seen more than 1 competitor go from start-up to surpassing them in revenue. You’d think that by now they’d have figured out the problem and changed course, right? Nope, they blame their sales team, their partners, heck, even their customers for not “getting it” – after all, look at all these great programs we’ve given you. In their industry it’s all about product and positioning, and they’ve neglected both.
Our Mission Statement
We have a nine word mission statement (easy to remember for sure) that is very real for us –
- Be Excellent
- Do Excellent Work
- Help Others Be Excellent
What it means
Be Excellent. Be excellent at our craft individually. Continually improve our knowledge and skills.
Do Excellent Work. As a team, do great work and create excellent solutions for our clients. Continually improve our teamwork and delivery processes.
Help Others Be Excellent. Help others excel at what they do. Help their businesses grow and excel. Build our commitment to communities of excellence.
Beyond this, everything else is secondary. We’ve seen something interesting at Customer FX over the last few years – as we move toward fulfilling our mission, the secondary stuff like market share and financial performance have taken care of themselves. Build it and they will come? I don’t know. Sounds kind of hokey. Must be more to it than that. Isn’t there?
What does “Be Excellent” mean to you? Leave a comment and share your thoughts (moderated before posted).