A “Not So Brady” Approach to Business

Does your company have a problem keeping promises to clients and employees?  Is the gap between brand promise and actual experience barely noticeable or something much larger that directly causes client attrition and employee turnover?  Have you calculated this cost lately?

A Not So Brady Approach…

Before the Super Bowl, I was channel surfing and ended up watching an old episode of The Brady Bunch called, Miss Popularity, where Jan was on a campaign to be voted “Most Popular” at her school.  The election strategy was simple; to promise everything to everyone with no regard to the aftermath.  Post election and finding herself incapable of keeping promises, Jan quickly became the most unpopular girl at school.  To put it mildly, Jan was not a happy camper. Using this anology, does your company have a brand-gap problem?  If so, what is the annual lost opportunity or financial cost of not closing this gap?

A Brady Approach to Coaching…

Jan was distraught and explained to her father, “Dad my intentions were good so why did things turn out so bad?”  Mike Brady offered simple advice, “Intentions are not good enough.”  Hmmm. Talk about great advice!  When it comes to keeping promises, either you do or you don’t. Intentions do not matter.  Can you relate?  If you have a brand-gap problem, what will you do about it?

A Brady Approach to Business

If Mike Brady is right and intentions do not matter, then a Brady approach to business means defining and measuring actual results. When was the last time you did an audit by comparing company brand promises against what your clients and employees say is reality?  Chances are high that you will get mixed responses and that negative feedback will be directed at either a small sub-set of difficult clients or unhappy employees.  In either case, you’ll be best served by making the changes necessary to ensure the health of your company!

To read more on the subject, check out https://www.earlbell.com/category/customer-experience/

And no… This week’s message is NOT about Tom Brady.  He’s gotten enough coverage to last until next season.

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