The purpose of a business is to create customers

TO      :   All Concerned

Date:     February  26, 2017

Boquet of customer service at Slide Share

1. Purpose of a business The purpose of every business is to created customers. This was espoused by Peter Drucker the 21st century management guru.  We never fail to mention this in our orientation.  This is also part of our Number 1 belief - CUSTOMER SERVICE.   (The customers pay our wages)

2.  Two important functions.

    To carry out this important objective, two important functions are needed:

    1.  Marketing and sales which includes:

         AATR (Awareness, Availabiity, Trial and Repeat Sales)

        Promotions  Ads and Promo 

        Placement  -  Sales Agency sales program, commission, prizes, sales meeting and recruitment and training

       Product 

      Price

   2.  Innovation -  new products and agencies.

3. Role of SBUs and chief marketing officer, acting or personnel in charge

    The primary task of SBU and its head is to sell and collect (and do the inventory - these are  the most important reports and things to note in an SBU

      Our SBUs are tasked primarily to carry out marketing.  Thus our SBU heads are called Chief Marketing Officer.  Their main task is to sell the memorial park plots at the shortest possible time, with minimal cost.  Thus it is not a hindrance or disturbance if they are tasked to sell our products or new products because that is their primary function

      Using the cause and effect diagram:  what they do or supposed to do are meant to result in sustained in more sales and cash flow.

    Inputs:

   1.   Machinery :

        computer - to contact by email and email blast and by social media

                         our prospects, and to report to 3ffb our prospecting operations to                          do tributes and post obits, and tributes

       internet connection -  to carry out computer function and do wifi paburol

       LED tv and or projector -  for tribute

Sound system:

     amplifier, mike, dvd player, speaker for tribute and interment

       vehicles -  say crosswind and L300 for tripping and dalaw paburol;  to transport the needs for interment;  for prospecting of customers

       4 x4 and pick ups -  to make our interment beautiful and memorable to customers; to make the jobs of our isg faster

      lowering device -  even bought from Chicago to make our interment silent and regal.

      Vault hauler - for transport of vault for interment

       Lid placer

       Tent and lona

       cellphone  and landline -  our window to the market; our connect umbilical cord  to prospects and customers; (should be answered promptly as in Pangasinan)

      chairs - must be provided with seat covers and cleaned, not left out in the sun to be damaged by UV rays

    2 Manpower:

      Complete staff to carryout services to the customer without errors and efficiently and effectively;  quality service.  The staff must be properly trained:

     Complete manpower in every SBU (which must be filled up by SBU and 3ffb c/o HR)

     Chief Marketing Officer, ACMO to be incharge of the SBU and implement methods and programs, take care of the equipment, customers and sell;  report collection accurately

    CSS I in charge of marketing, prospecting and recruitment and training of agents (RETA);  dalaw paburol and FOFF

    CSS 2 in charge of interment, cash custody and bank deposit

    SFC -  in charge of OR, PPA, filing ledgers, and collection;  to properly note the deduction in inventory, and report updated master list.  has custody of forms, OR and filing

If our accounts increase due to Hataw: (asy additional 1,000 customers)

     We shall add:

     CSS for records

     Two or more motorized collectors (on contract  and with incentives for reaching targets.  They shall be given by SFC the list of accounts to be collected;

3.   Money:

     Proper collection and recording;

    Proper  and prompt payment of commissions, proper implementation of outright com, proper computation

    Proper recording, prompt submission of requests for reimbursement, prompt replenishment to carry out  100% our promised interment service

    Accurate record keeping of customers account;

    Proper  accounting of forms and OR;  

    Absence of fraud resulting in faulty missing customer account

4.  Methods

    HR

    Hiring of customer oriented employees

    Training always,

    Communication

    Performance evaluation;  rewards to customer service oriented staff, punishment and even dismissal  for those who are not 

   CCD

  Handbook

     2.  Operations:

       Quality

       TPM

       Efficiency

      Cost reduction

     3.  Accounting and finance:

     Proper and prompt collection of sales

     Collection sot that the account do not fall into arrears and lapsation

      FS/PNL and balance sheet -  these show as a whole whether good sales and CS, results in higher collection and sales

     Record keeping, computerization,  for proper and prompt servicing of accounts, sales report and payment of com

    Govt reports:   BIR, SEC, Philhealth, Pag ibig SSS 

The list is by no means all inclusive but these are are all needed to achieve sales and collection

4.  ALL THAT WE DO AND ALL THAT WE HAVE MUST RESULT IN SALES.  Unlike the government which has constant collection due to tax laws, we have to fight for each and every customer, convince him/her to buy.  We have to compete

We have to survive, thrive, and beat competition, otherwise the competition kills our business and it is a reality

5.  Sales - cost = GP

     The business and its staff and officers must:

     1. Strive to increase sales

     2. Reduce cost 

       This results in greater market share and market penetration

      Lower cost is wanted by customers;  lower cost is a marketing tool

      Lower expenses is marketing in reverse (if you spend less, you have to sell less)   Lower expenses result in lower BE sales

6.  All our staff and officers are enjoined to be converted to this mindset.

However it cant happen that way. Some staff sometimes pass our filtering process or whose mindset cant be changed due to fixed habits (It is insanity to continue doing the same thing with unchanged habits or mindset.

 THOSE WHO ARE NOT WITH US ARE AGAINST US.  If we have staff who cant subscribe to these paradigm, then they are our enemies:

7.  Bad eggs bad apples spoil whole bunch:

    Only on two occasions did we encounter anti business and anti customer staff: and they were supposed to be SBU in charge:

    1.  One was from UP Iloilo who used to live in Montalban,  and from Mindanao.  He was requested to leave ASAP when during a Valentine event, he did not execute it well although he submitted a signed PDCA requesting for a budget for the event.  He later on said he did not believe it would work How cam a supposed chief continue to be a good chief when he is a rotten apple.?  He can not obey our mandate our main function to sell as a business

   2. And now, our personnel in charge who:

      1. Was against a promo which we are not sure would be allowed by the JV

      2. Even soliciting petition from sales agents, to support her mindset that the promo should not proceed.

DESPITE DECLINING SALES AND ONLY SALES OF ONLY 5.  

I am saddened by our weakness to have such kind of personnel, who do not deserve to work for us, and must seek their career elsewhere

      

Jorge  U. Saguinsin

The Holy Gardens Group - "THE MEMORIAL EXPERTS"

Holy Gardens Plus  - about sales of services as addition to the plots bought

Destiny Financial Plans Inc  - about duly licensed memorial plan for sales

Griefshare   -  free obit posting

Holy Gardens Best  - best pictures

Landscaping ideas - gorgeous landscaping ideas

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