Lean manufacturing refers to a simple way of enhancing one’s business with a suite of tried and tested tools. It certainly does not provide the answer to every business’ woes, and it cannot, since every business has its own problems and own ways of finding customized solutions. However, lean manufacturing works best when it is accompanied by a large amount of common sense and the drive to achieve. Lean manufacturing training is not a recipe for business problems but can point one in the direction of implementing this business philosophy for success.

Having said that, it is important to note that just as everything in life comes with its own limitations, so does lean manufacturing. It would not be right for a company adopting the principles of lean manufacturing to presume that it is a panacea for all its ills and continue to have an uncommitted management team. Even if a business has the right management style and structure, it is still not a candidate for success if it does not provide these people with the business tools to do their job perfectly and bring the company to success. As the head of a business, therefore, you need to have a clear focus and direction of where you are and where you want to be in the next few years.

However, as a business person, you cannot fall prey to every business mantra that is thrown at you, but must adopt and adapt all that you read and learn to your business. Hence, you could come up with a combination of two or more business mantras which could work well for you. By tweaking or fine tuning some aspects of the business philosophies you choose, you could end up with a perfect learning guide that could be the roadmap for your success.

This tweaking is essential, as anyone in business and out of it knows that no two businesses are alike and that all management gurus are individualistic. Hence, if one’s thinking is so individualistic, you can’t expect blanket norms in business—you have to customize.

A business person has to study his market, his place in his market, the effectiveness of his products and services and then apply the principles of lean manufacturing to his unique situation. Only then does lean manufacturing become meaningful to the business user.

A manufacturer’s duty is to produce a product at the right price and the standard of quality, render prompt and thorough customer service. These are areas in which lean manufacturing can be of help to him. A company’s basic aim is to make good money and this can only be achieved by making and marketing good products. This is the bottom line, no matter which business mantra one may adopt.

Thanks for reading my blog. Do share your thoughts on the same.

My sister runs a successful fashion boutique. She has been in this field since the last five years and has managed to create and retain her goodwill by taking care of her clients’ individual demands. When she started out, she faced severe competition from her counterpart a few blocks away, but she has managed to retain her loyal customers.

Her business—or for that matter any kind of business—demands customer retention, which is an extremely important aspect. No wonder it is said that the customer is king, because he/she can make or break a business.

Why is it important to retain customers? There are numerous reasons for retaining customers. The main reason a business venture is successful is because customers makes purchases. If you want the customer to return to buy your products, retaining the regular customers and creating a steady customer base will help.

A loyal customer base means you enjoy a good reputation. An increase in your customer base also equates to good financial standing of your venture. By retaining customers, you can also obtain new clients and this is best done by your existing customers’ advertising your products or services by word of mouth advertising.

How to retain customers

Business entrepreneurs who know the true importance of customers will find successful ways to create a loyal customer base. The best way to promote customer retention is to offer products and services that a client needs. While attending to an existing customer, my sister listens very carefully to his or her requirements. She pitches in with her suggestions, if needed, but works largely according to the client’s wishes. This makes complete sense as, at the end of the day, all a business entrepreneur wants is a happy and satisfied client.

Top notch customer service is another way of promoting customer retention. If required, my sister goes to her client’s home for fittings and styling. Any minor alterations are managed willingly by her tailor. Offering quality pre- and post-sales service to customers in person, via the telephone or Internet is a key constituent in retaining customers. Training your employees to treat your clients with respect and care will promote customer retention.

Beyond paying attention to the customer’s need and offering pre- and post-sales service, it is crucial that you stay in touch with your customers regularly. The assistant at the boutique maintains an updated customer register. On occasions such as customers’ birthdays, anniversaries, festivals, etc, my sister sends handwritten notes or calls them personally.

There is nothing like having just an online address of your business. True, more individuals are becoming Net savvy, buying and selling online. So, if your offline business demands an online presence, go for it.

Another factor that works in promoting customer retention is the location of your business. My sister’s boutique is close to a shopping arcade as well as a residential area. If your business place is located at an unheard of zip code, your customers will have great difficulty in getting to and from your shop. This could result in your losing a few customers, making the distance a big disadvantage to your business.

Price is another make or break factor in customer retention. If your product offers value for money at a high price and the client is aware of it, be assured that the client will buy your product or service regularly or else you need to rethink your pricing.

On a subjective note, I end this blog. What do you think?

Over the weekend, I went shopping at a supermarket with my family. On my way out, we were cornered by a sales rep from a well-known travel company. Not wanting to sound rude, we listened to him present his travel packages to us. To sound a bit interested, we asked him few questions.

Finally, we told him that we are not interested and walked away. When I replayed the conversation in my mind, I realized that despite being polite with him, the sales representative was nervous and fumbling while answering our queries. It made me wonder if he was trained to answer questions other than those mentioned in his list.

A sale is the single most important part of any business. Hence, it is imperative that a business should have a well-trained sales staff. And, what other way than sales training to make sure that your sales people know and understand all the methods and approaches to gain sales?

During the training period, the company should explain minute details about itself, its products and services offered. The sales person should be updated with features, benefits and the competitor’s products or services, et al.

Using scenario-based and role-play approaches, he should be asked to make a sales pitch to a prospective client… The sales people should also be trained on verbal and written communication skills, computer skills for basic reporting, soft skills, dress sense, etc. They should be made to realize that a confident sales professional is bound to create a lasting first impression on potential clients.

Sales person should be trained to be an effective listener and should be prepared to answer and act accordingly. When a customer answers, he can restate it for clarity, try to gain insight into the customer’s need and wants by asking the right questions.

Customers buy not just the product or a service, but a solution through the product or service. He should be able to identify those solutions. While talking about the features and benefits of the product or service, he should allow the customer to see the benefits, solutions and results offered through the product or service.

Customer loyalty, ethics and integrity are important components of sales. An ethical sales person will be honest and tell the customer that he does not know the answer to a specific question, unlike making up an answer just to create sales.

Some companies may think training sales staff is a waste of time and money. However, trained sales professionals have an edge over their untrained counterparts.

However, in today’s competitive business environment, any advantage, businesses give their sales staff pays rich dividends. Online technology has created an entire new way of conducting sales and it is important that business and sales personnel train themselves in these methods. Businesses should consider sales training for everyone, be it the front desk receptionist, customer service or office boy that has direct contact with customers.

Do you agree that sales training really pays-off?

Thank you for reading my blog and look forward to your comments and opinions.