Four easy ways to combat complacency

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Four easy ways to combat complacency

Encourager-In-Chief: May 1st, 2019

Putting the spark back into the spirit.

Recently, I needed to replace my CPA, website developer, pest control service, and landscaping company. These were all businesses I had been using for over 10 years. Not only that, but they were also my customers! It’s very difficult to let customers go, but sometimes that’s what the situation dictates—for your benefit and theirs. By now, you’re probably wondering what caused me to take such drastic action. The answer is very simple: Complacency.

Complacency is defined as a feeling of smug or uncritical satisfaction with oneself or one's achievements. It happens when we get to the point where we stop going the extra mile for our clients and instead settle for doing an okay job. The problem with this is that our standards continue to drop, so an okay job becomes a mediocre job and a mediocre job eventually becomes a lousy job. So, let’s prepare an action plan for combating complacency.

First, develop a zero-based selling philosophy. In other words, don’t count on any of your existing customers to return next year unless you are doing outstanding work for them today. Trust must be continuously reassessed at every opportunity.

Second, speak with your customers on a regular basis and ask them, “what can I be doing better for you?” Insist on an answer, even if it takes them several attempts to give you one. Their answers will draw you a map on how to combat complacency.

Third, never assume that what you think is acceptable is acceptable to your clients. They’re the ones paying the bills. They will know what they think is acceptable or unacceptable.

Finally, fourth, aim for outstanding. As Tony Robbins once said, “you’ll know when something is outstanding because it will make you cry.” Is your current service so good that it would make your customers cry? If not, it’s time to commit to combating complacency. If you have been guilty of this, apologize to your customers and sincerely dedicate yourself to restoring your service to its former glory. Every customer who pays you a dime deserves to experience legendary customer service from you every single time.

Good enough? The customer will decide.
- Tom Peters

This excerpt is taken from my Organizational Excellence II: Combatting Complacency seminar, which I am presenting on November 21, 2019

Organizational Excellence II: Combating Complacency

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I encourage you to order my Get Organized Now! audio program which covers this lesson in much greater detail.

Get Organized Now!

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