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Last Update: Monday February 17, 2020

Key Idea: Find Out What Your Customers Think

Nigel works hard to listen to customers.

Key Question:

A: 

Ask them what they think.

Peter is teaching everyone at Time Technology about the power of measurement and that the only meaningful measures are those done by customers.

Q: The Six Sigma philosophy of running a business boils down to measurement with the goal to perfect processes. Why the emphasis on customer measurement?

A:
This set of best practices was formulated by the leadership at GE. As is the case with most big companies, it is hard for them to stay close to the customer. To a small business owner this idea seems so obvious that we wouldn't bother to set a goal to stay close to the customers. But, think again. Do you really know what customers think? If you did, you would probably be doing some things.

Learn more from another business owners who has specific ways to measure customer satisfaction.

For further study, study Texas Jet.

Think about it

How do you know what your customers think of your business?  How often do you ask customers if they are happy with your product or service?

Clip from: Time Technology where Technology Warps Time

Godalming, Surrey, United Kingdom:   Meet the Skeffingtons - Rosemary, her husband, Nigel, and his brother, Peter.  They introduce us to a rather simple technology that brings people from different time zones into the same time and creates a ubiquitous space that everybody shares.  Their business is Time Technology.

What they do is teach and implement collaborative technologies. Though this technology raises some real questions about our perception of time, for them, it is just a fact that literally hundreds of people can be part of an online meeting, working on the same content, though separated by time zones and continents.
 
Time and space are so fundamental most of us just take the two for granted. It just seems like another application of technology, but it is the beginning of a very significant revolution --  at long last long-held beliefs about what is possible within a given space and time is radically changing.

Time Technology (NS)

Nigel Skeffington, Founder

Brook House
Mint Street

44(0)1483 863 000

Visit our web site: http://www.time-technology.co.uk/

Office: 44(0)1483 863 000

Business Classification:
Internet

Year Founded: 1992

Find Out What Your Customers Think

HATTIE (Voice over): Nigel could use collaboration software for this training session, but he wanted me to meet his customer and take in more of the English countryside.

HATTIE: This is such a great spot.

NEIL RUSH: It's lovely, isn't it?

HATTIE: I met Neil Rush, owner of Support Training Services. (hygenico.com) From here his company provides consulting and training in food and health safety.

HATTIE: So what year do you think this home was built?

NEIL: Well, they believe it dates back to the Doomsday Book, which was back in the 1600s when they did the register of all the property that was in England. And they believe it was one of the original seven mills that were on the river.

HATTIE: But of course, you put in plumbing, didn't you?

NEIL: Oh, yes. We don't use the water from the river any more.

HATTIE: Let's have a look in your office.

NEIL: Yes, certainly. Step this way.

HATTIE: Okay. So, Neil, why do you use Time Technology products?

NEIL: Well, basically, we needed a computer solution, and I'm not a computer expert, so firstly I got a consultant to come in and help me go through all our needs, identify the different solutions and the different companies. One of the companies was Time Technology, and the thing we liked about Time Technology is they understood our business, they listened to us. They were also local, but they also could adapt to whatever we needed, and they really did a good job for us.

PETER: You need to bring in a whole culture of measure, a whole culture of being able to measure these things. that measurement must be carried out primarily as your customers see it, not as you see it. We have one person on the management team whose responsibility is quality, which is a big thing for an organization of our size. we also have a lot of-- obviously--informal feedback as well, which fall under the category of complaints and compliments.

NEIL: Yeah, that's what I like to see about Time Technology. Excellent service, massive bills.


 
 

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