I’ve been working in my selected field for many, many years. For at least the last ten of those years I have been in an owner/senior leadership position within my organization. Over those years I have learned countless lessons on the do’s and don’ts of entrepreneurship but I’d like to discuss two of some of the most important ones today. The first one I’d like to discuss is a commitment to being customer focused. I’ve found that one of the biggest keys to success is an absolute commitment to customer service. For more than 10 years I‘ve given every customer I’ve ever had my cell phone number and told him or her they can always call the owner of the company; and I have never regretted giving them that option. Customer service is often the easiest thing you can provide and the thing they will remember most. Repeatable quality is important because your customers will always remember your failures more readily than your success.
If you do have a customer service set back it is critical to immediately be accountable. Accountability is critical in every facet of leadership but with customers, not being accountable will result in a lost customer that never comes back. Real leaders own their mistakes, learn from them and move forward. Occasionally you can even profit on the heels of a customer issue because it highlights an opportunity for improvement. These opportunities are the lifeblood of the entrepreneur.
Another important lesson I’ve learned is that being successful isn’t just being able to spot the opportunity in the mist of trouble but it is being able to tease out the problems you will encounter along the way and work with others to take the data available and make the right decision. Often this means making decisions without all of the information. Entrepreneurial activities often require working in uncharted territory with less than perfect information; this makes ensuring the analysis you have that much more important.
Once you have the information necessary to make the decision or reach the point at which either no more information will be forth coming or where the value of making a decision in the near term outweighs any further certainty in awaiting additional information it is critical to act decisively. Not making a decision is making a decision.