85% of UK SMEs Have Cashflow Problems

85% Are Cutting Costs. The Best Directors Are Doing This.

85% of UK SMEs are currently experiencing cashflow pressure. 42% are using cost cutting as their primary survival strategy.

I understand why. But while you are buried in spreadsheets looking for savings, your competitors who are winning right now are doing something completely different.

Cost cutting is important. But it is not our job. Find the right person in your business,, and let them do it. Because our time is too valuable for that.

The best directors I know right now are not focused inward. They are focused outward. On every single touch point a client or prospect has with their business. Making sure every one of them is perfect.

Because the client journey is everything.

Have you ever had a problem with an Amazon order? On the rare occasion I have, I answer a couple of quick questions online, request a call, and within five minutes an incredibly helpful person rings me. Problem solved. No fuss. No frustration.

Now. Have you tried ringing your doctor’s surgery lately?

Fifteen to thirty minutes of frustration. If you get through at all.

Amazon’s entire focus is the customer journey. Every touch point considered, every problem solved quickly, every interaction designed to make you feel looked after.

Jeff Bezos started in his garage posting out books himself. He seems to have done reasonably well since. His entire focus is making things ridiculously easy for a customer.

Cutting costs is important but nothing improves your profits and success like giving the best service to your clients

My question is . If a client rang your business with a problem or request for help, what would their experience be? From the first ring to the resolution. Every step.

If the honest answer is anything less than the Amazon experience, you know what to do.

I’m Mark Smillie. Have a great day. mark@ringroseandco.co.uk or 07710 466166.