Dealing with “The New Normal”

bigstock-Business-man-in-front-of-a-hug-40875844A client recently asked me to speak to their company about “the new normal.” It reminded me of an interview I conducted with Sir Richard Branson on the same topic a couple of years ago. As you know, Sir Richard is an expert on operating in the new normal. His international investment group, the Virgin Group, is one of the world’s most recognized and respected brands and runs successful businesses in several different sectors.

During our interview, I asked Sir Richard how he chooses the different sectors he invests in.

His reply was that he looks for sectors where the current competitors are not as customer focused as they could be. If they are not taking care of their customers, he’ll go into that industry.

But that was just the beginning. In addition to being customer focused, he shared that you have to be fast and flexible, you have to be cost effective, and you have to be continuously improving.

I couldn’t agree more. Customer service and a focus on meeting customer needs are a given in today’s competitive work environment. First, you’ve got to have Raving Fan customers—people who find their experience so exceptional that they brag about you to others. Second, you have to be fast and flexible. That means you’ve got to empower the people closest to the customer by providing skill training and giving them the authority to do their jobs well. Third, you have to do it in a cost-effective manner. Put it all together and you have a plan for success that I often depict as a sturdy three-legged stool with customers, employees, and financial success as the three legs—and the seat that holds it all together is continuous improvement.

So how do you succeed in the new normal?

If your organization is like most, you have many different areas of focus. In a situation like that it’s easy for people to become stressed, unclear about priorities, or even drag their feet. Don’t let that happen. Keep moving forward—because if you don’t move forward and adjust, your organization risks becoming obsolete.

As you look at the challenges and changes of the new normal, the advice I’ve been giving for years applies more than ever: Keep your eye on the customer. Create a motivating environment for your people and empower them to meet customer needs.  And remember, never stop learning. Adopting a culture of continuous improvement will keep your company moving forward and help it adjust to whatever the business environment brings.

9 thoughts on “Dealing with “The New Normal”

  1. Pingback: Coaching ConfidenceCoaching Confidence-Recapping the Facebook Monday Invite (from 9th September 2013)

  2. Pingback: Coaching ConfidenceCoaching Confidence-2013 blog review - September

  3. Pingback: Private Krankenversicherung

  4. Today, I went to the beach front with my kids. I found a sea shell and gave it
    to my 4 year old daughter and said “You can hear the ocean if you put this to your ear.” She put the shell to
    her ear and screamed. There was a hermit crab inside
    and it pinched her ear. She never wants to go back! LoL I know this is totally off topic but I
    had to tell someone!

  5. What i don’t understood is in truth how you’re now not really a lot more neatly-appreciated
    than you may be now. You’re very intelligent. You know therefore considerably relating to this topic,
    prodjced me for my part believe it from so many numerous
    angles. Its like men annd women arre not fascinated until
    it is something to accomplish with Woman gaga! Yourr personal stuffs excellent.
    At all times deal with it up!

  6. I like the helpful information you supply in your articles.
    I’ll bookmark your weblog and test once more
    right here frequently. I am rather sure I will be told a lot of new stuff right right here!
    Best of luck for the following!

  7. For your Rome Vacation Package, they will be proving you with proper accommodation if you are staying overnight.
    Sicurano now understood why her husband wanted her dead.

    One would “ordinarily” tend to assume, as well, that the SYMBOLICALLY REVEALING image of Michael Corleone, The Godfather, as the very REFLECTION of the Roman Catholic mentality, traditionally,
    classically, culturally, politically, would serve to undermine any genuinely religious credibility here
    all-the-more.

  8. Unquestionably consider that that you said. Your favourite reason seemed to
    be on the net the easiest factor to be mindful of.
    I say to you, I definitely get irked at the same time as other
    people think about concerns that they plainly don’t
    know about. You controlled to hit the nail upon the
    highest and also outlined out the entire thing without having side-effects , folks could take a signal.

    Will likely be again to get more. Thanks

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s