Before you set or re-set your goals for the year ahead, review your past year. Analyse how you acquired new clients or customers and how much repeat business you attracted. If you don’t have this information, maybe you can do a survey of past and current customers or clients.
Study case at Delite Landscape Design: John Pettit’s goals for the previous year were to increase profits by 10 per cent, develop a new balcony design service, and improve staff motivation. His seven-year goal is to sell or franchise the business. That year he achieved a 7.5 per cent increase in profits; he successfully introduced his new balcony design service; and a customer survey indicated that overall, customers were pleased with Delite’s customer service.
Customers commented on the staff’s helpfulness and knowledge of plants. The only negative remarks were that sometimes customers felt they waited too long for attention and that some popular plants sold out too early in the season.
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