"In my 25 plus years as a sales professional, I have never listened to such a captivating speaker. THANK YOU for delivering one of the most powerful seminars I have ever heard. Your program is far and away the best of the best."

Manufacturing, service, R&D, management, administration, the receptionist, everyone must understand their role in the commitment to satisfy customer requirements.

U.S. News and World Report published a survey which suggested that in only 9 percent of the cases, where customers quit buying from their regular supplier, the primary reasons were competitive issues. The report suggested that in 14 percent of the cases the reason was a dissatisfaction with the product or service. The survey then found that in 68 percent of the cases when customers ceased buying from their regular supplier, the reason was an indifferent attitude by one or more persons representing the supplier.

From your customer's perspective, everyone in your organization is part of the sales promise. Each department and every person has an obligation to contribute to the process of identifying and satisfying the customer's requirements. In fact, if your people and their departments are not serving the customer, they better be serving someone who is.

The program is divided into two interrelated parts, each planned as a one to one-and-a-half hour segment. They may be presented individually or as part of a half day program.

Part One -

Customer Focus Customer Focus Customer Focus

• Defining relationship between the company mission statement and how everyone performs on their job.
• Determining the identity each individual must have in the eyes of both external and internal customers
• How "The Them Syndrome" sends customers to your competitors.
• The need to take risks in "managing up".

Part Two - Customer Satisfaction

• Understanding the minor role your product plays in the customer satisfaction process.
• Each individual's role in the delivery of value-added solutions.
• The in-house entrepreneur... a needed employee
• The need for maintaining non-negotiable standards throughout the organization.
• Deliver the sales promise to insure customers "are more than satisfied."

Beveridge Think

"Everyone's job priority must be to identify and/or help satisfy the customer's needs ... profitably."