Operational Excellence tip: The Role of Imperfection

This short video discusses how imperfection can actually help your organization retain customers better and grow with them.

Mistakes and issues are going to happen. We’d like to avoid them, but we can’t always do that. How do you deal with those issues when you arise? Are you able to turn customer issues into revenue opportunities?

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – April 27, 2015
We have a real raccoon problem here in Toronto. They seem to be everywhere and be able to get into everything. They are very smart creatures and can teach us a lot about business:
  • Be assertive in going after what you want. Raccoons don’t give up until they get what they want, be it food or a place to nest.
  • Take care of your people. Raccoons take very good care of their babies and are very protective of them.
  • Be resourceful. Raccoons are able to get through small places and climb into sealed bins. They are like outdoor hackers, they can find the weakness in any structure.
  • Focus on your strengths. Raccoons focus on their ability to climb and scavenge, not speed or brute strength.
  • Fly under the radar. Often times, you don’t even know you have raccoons on your property. They travel methodically and quietly to achieve their goals.

I’m not suggesting we should all want to have raccoons or be like a raccoon, but there are some lessons we can learn in terms of how to run our organizations.

Looking for more insights?
Each Wednesday I will be posting a short video tip to help organizations improve operational excellence. Click here to watch them.
Follow me on Twitter @AndrewMillerACM

To request an interview or more information, please contact:

 
Andrew Miller
416-480-1336
© Andrew Miller. All rights reserved. 2015.

Rogers quarterly profit goes down

Rogers announced that it’s profit for the last quarter went down as a result of lower audiences for the NHL hockey games it shows and because it lost more customers than it was expecting.

New regulations allow cell phone customers to get out of the ridiculous three-year contracts we all signed to get good deals on our phones. As a result, Rogers was forced to spend more money this quarter on customer retention efforts. Anyone who has dealt with Rogers customer service would not be surprised to hear that Rogers retention efforts needed improvement.

If Rogers had improved its’ customer service and retention efforts years ago like it should have, it would not be losing profits and customers now. I touched on this back in 2013 and in 2012. But nobody wanted to listen back then.

If anyone at Rogers is listening now, here’s what I would suggest:

  • Don’t subsidize new customers through your current customers. It should not be cheaper for someone off the street to get a new phone over someone who has been a loyal customer for years and spent thousands of dollars with you.
  • Adopt one view of the customer. I realize you offer a lot of different services, but no customer likes receiving multiple calls from the same company asking about different services that they already have.
  • Be more proactive in finding ways for customers to save money. This will create loyalty. Every time I call, I am given suggestions to reduce my monthly bill, which is great. It would be even better if someone called me proactively to give me those suggestions.
  • Offer concierge service to your best customers. No one should have to wait 15 minutes to get an issue resolved. Especially a customer who has been with you for more than 10 years and likely spent almost $100,000 with you.

Take them or leave them, but these are the ideas I have for you. I only suggest them to help you make more money next quarter.

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – April 20, 2015
The future of manufacturing is not in the quality of the products being made. It’s in the speed at which those products can be delivered and the services that supports them.
Technology has allowed manufacturers to consistently improve the quality of the products they make. And since many manufacturers use similar technology – robotics, automated assembly lines, etc. – then quality control is not a differentiating factor.
It’s about how fast you can get the product in the hands of your customers. The kind of service can you offer when things go wrong. Other complementary services you can offer to your customers. Can you offer to help them design the product?
It’s no longer good enough to make something better than your competitor. You need to offer more value than your competitor.
If you are a manufacturer, what additional value are you offering your customers?
Looking for more insights?
Each Wednesday I will be posting a short video tip to help organizations improve operational excellence. Click here to watch them.
Follow me on Twitter @AndrewMillerACM

To request an interview or more information, please contact:

 
Andrew Miller
416-480-1336
© Andrew Miller. All rights reserved. 2015.

Manufactured in Canada

You don’t hear that very often, do you? That something is manufactured in Canada. No wonder. Our manufacturing industry is struggling and totally reliant on a small number of sectors like automotive and aerospace.

A recent report showed that manufacturing performance was getting worse in Ontario. This seems to be a common theme. But it’s always because the weather slowed down shipments, or the exchange rate with the U.S. was unfavourable, or the economy is slowing down.

Why can’t it ever be because many of our manufacturing companies are performing poorly? Maybe it’s because they are not taking advantage of opportunities presented to them. Maybe it’s because they are operating with the same mindset from 20 years ago.

We always make excuses why the manufacturing sector is declining instead of attributing it to an industry that has changed significantly in the ways it manufactures products, but has not dramatically changed the way it operates.

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – April 13, 2015
As I drive through our neighbourhood, you can tell that spring is here. People are cleaning out their garages, their eaves troughs, their basements, and their backyards. There are piles of things to give away on everyone’s front lawn.
Every so often, your organization needs a spring cleaning as well. Here are some ways to do that:
  • Shed those strategic plans that are collecting dust on your shelf.
  • Throw away those policies that create more bureaucracy than value.
  • Stop those tactics you keep thinking are going to work but continue to yield the same poor results.
  • Discard those strategies that you have grown out of, even if they helped you to be successful in the past.
  • Reorganize the way you operate to makes things easier and faster.
  • Sweep away those processes that are no longer useful.
Spring is a rebirth, a time to start fresh and try new things. A time for ideas to blossom.
What are you going to do to give your organization a spring cleaning?
Looking for more insights?
Each Wednesday I will be posting a short video tip to help organizations improve operational excellence. Click here and here to watch my first videos.
Follow me on Twitter @AndrewMillerACM

To request an interview or more information, please contact:

 
Andrew Miller
416-480-1336
© Andrew Miller. All rights reserved. 2015.