We invite you to review and share our offer for this Cyber-Week!!
All of us who have ever participated in an ISO certification process or any other standard, or better yet, if we were ever or are responsible for leading the certification process or maintaining it; we know how painful it is to face an audit. Even worse, when the certification is perceived as bureaucracy and not as a tool that adds value to the business or the organization. Have you ever felt the frustration of preparing an audit just because “you have to pass it” to maintain certification? Have you and your team ever had to work long hours preparing documentation and/or making sure everything is in order by the time the auditor arrives?
We know we have problems:
· There is a gap between what it is and what it should be … Or what we would like it to be!
· We are losing customers.
· Employees leave the company in search of a better place to work.
· It is difficult to have information in a timely manner.
· We are late in making decisions and taking action.
· We have problems of loss of information or traceability of information.
· We have long email chains to track the issues.
· High costs of consultants that many times we hire to help us identify or solve problems.
· We have too many things to focus on.
· We are wearing “Different hats” …
It doesn’t have to be that way! The ISO standards have been created so that they can serve as frameworks that guarantee consistency and help us to continuously improve; making the principle with which the ISO was created come true: Answer the question, what is the best way to do things? In summary, standards should help us work better, retain and attract new customers and, consequently, make our business grow or have a better organization.
The big question: How to make this happen?
It is important measuring performance both inside the office and out.
A big part of ISO is the evaluation of what you’re doing right now, and how you’re performing. Leaving your customers out of this will only lead to trouble in the long run, so look at their current satisfaction rates as part of the process. The process of getting the certification will also provide you with a clear mechanism for reviewing your goals against performance on a regular basis. Using the information gained from the evaluation, you will be able to improve on key areas.
Benefits of ISO certification will be passed on to your customers
It is an unarguable fact that getting ISO certified comes with many benefits to the company. You will create easy but effective processes that will improve the performance of employees because they will know exactly what to do. However, the certification does more than improving your internal morale; it also has a profound effect on how customers relate to your business. Below, we show some of the main reasons you really should consider ISO to improve your customer experience.
It should make doing business with your company easier
With effective policies in place, your customers will have an easy time dealing with your business. They will expect and receive an efficient service, which will increase their loyalty towards your business. As studies show, one happy customer can bring you three new customers due to the power of word of mouth advertising. This will in turn grow your client base and they will not be disappointed since you will have the systems to serve them well already in place.
You’ll be able to serve your customers better
The certification will also help you in researching key customer trends and how to satisfy them. With the information gathered, you can be able to anticipate customer needs as well as how to react when your customers make unusual demands.
Evaluation will improve your product/service offerings
Many companies’ objectives are not necessarily aligned with those of their customers. If you go through the evaluation process you can identify the objectives that are not in the long-term interests of your customers. You can then use the information to modify some of the objectives that have been limiting your relationship with your customers.
Your customers will know you care
It is rare to find companies that go the extra mile to measure the level of customer satisfaction. If you have gone through the ISO 9001 certification process, for sure you understand that it is important to find out the level of customer satisfaction and continually strive to improve it. Your customers will feel like their views are important and that they matter.
You’ll be able to achieve a balanced business
Running a company is always a balancing act between the various stakeholders such as employees, customers, shareholders, suppliers and even the local community. When you have the right systems in place, you will be able to balance the interests of each leading to better engagement and more profitability. Relations with the local community are important because they represent your future customers.
THERE ARE ALSO CHALLENGES
Of course, we all know how important the customer is and we are sure that many of you are giving everything to your customers, but to improve customer satisfaction and the work practices of your business, the management system will make your business be more customer friendly, but also more efficient, more profitable and less stressful. What can you lose?
The main challenge we face when implementing any of these standards is resistance to change: Stop doing things as we have always done to start doing them differently.
Fortunately, our Intelligent Consultancy also has a methodology to properly handle the human side of change: CROSS THE BRIDGE.
We invite you to review and share our offer for this Cyber-Week!!
