How Business Unit Managers Add Raving Customers And Employees Positively Building Cash And Not Lose Market Velocity

One of the main roles of a Business Unit Manager is to build a customer service reputation. It’s easy for Bob, the business unit manager to say “We need to always make customers happy”. But it’s much more difficult to translate this message into work so Tim, a team member understands clearly what’s expected to become customer oriented.

2016-07-30 blog 36 how business unit managers add raving customers and employees positively building cash and not lose market velocity


For example, should Tim ask “Bob, do you want me to make customers happy at all costs”? Does that now mean Tim ranks other work down, so he can focus fully on the customer? The answer: it depends.

For customers to rave about service, it’s all about doing the right things. It means the business unit manager has to direct his team to focus like a laser beam on the core values, the vision and the purpose. The vision distills what employees need to do working for the business. Core values define how employees behave and consider important while working for the business - it’s bigger and lasts forever. The purpose defines why the business exists - it lasts for the life of the business. In steering the business, the business unit manager knows that capable employees meet customer needs, which creates shareholder value. So the act of getting, building and keeping a customer service reputation translates to – getting, building and keeping cash – so the business can serve its shareholders. In this stage of the business, the business unit manager is now well aware it’s about people and communication. The right people, the right communication. It serves the vision going forward so the whole team plays together, while serving customers.

Now, every business unit manager has to manage internal and external customers. So, building the team inside the unit means measuring competencies and knowing how to place the right people on the right jobs. He/she has to make the right people accountable and know the abilities of the business in the market. It’s important to know how it’ll change in 3-5 years, what it’ll do this year, the actions for this quarter and the work for the week. Without the accountability, it’s impossible to achieve the full potential of the business. 

So the act of getting, building and keeping a customer service reputation translates to – getting, building and keeping cash – so the business can serve its shareholders.

Next, the service reputation has to work with the other half of “doing things right”. This has to do with increasing productivity and profits – doing it faster, cheaper, better – managing the transactions. Once the business unit manager can set the vision and manage the alignment, the business climbs at the right pace while bringing people together. 

Written by Suresh Iyengar, P.E., President, Business Unit Execution LLC––“Explosive Business Coaching Houston Results For Small Business”. Want even faster results? Are you ready to learn? Call 281.410.5375 and speak to your Profitability Coach Houston today!

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