Solutions and Services Offered
Needs Analysis and Recommendations
As initial part of our consulting engagement, RMH will conduct a thorough needs analysis including interviews with appropriate staff, observing/monitoring activities to identify areas for improvement along with examining all available metrics that are used to measure performances in the areas of sales and service. RMH will prepare and present recommendations for action steps based on your company’s priorities along with an implementation plan and timeline for completion.
Customer Appreciation Program
Thanking customers for their ongoing commitment to do business with you can add a very nice touch to enhance the customers loyalty with your firm. Customers appreciate being appreciated. How this is accomplished can vary from sending attractive Seasonal items like “We Love You Valentine“ in February or perhaps a special anniversary card on their start date acknowledging their continued business support. RMH will collaborate with your team to create and implement a comprehensive customer appreciation program.
Strategic Planning Process
Involve department heads to participate in creating your annual strategic business plan by sharing industry updates as well as internal progress. Solicit employee input regarding areas of corporate strengths and weaknesses and brainstorm ways to improve. Incorporate current stats and industry threats and potential opportunities into these discussions to get employees involved in the bigger picture and to identify the best people and the best practices that often emerge from this process.
Customized Training Programs
RMH will work with your staff to develop a comprehensive and customized sales training and customer service training program with relevant role plays reflecting your marketplace and integrating humor into the program to get and keep attention of all attendees. The Facilities as well as the tactical requirements to conduct the training will be identified and secured as needed in advance with your approval. Training should be integrated if possible with other initiatives like incentives programs as reinforcement.
Corporate Branding Integration
Messages that are repeated are remembered. Redundancy of messages integrated and targeted to both internal employees as well as external customers will reinforce your corporate brand to all your audiences. A theme like Great Performances can be woven into your trade show booths, trade magazine advertisement budget, sales brochures and collateral, recruitment advertising and direct marketing programs in order to thoroughly imprint your message everywhere to all constituents.
Continuous Improvement Process
Whereas the strategic planning process is completed annually akin to a balance sheet with companywide budgets, the continuous improvement process is more like a P&L with frequent review and updates. RMH would look to incorporate this recurring process into the annual strategic plan and involve employees throughout as stakeholders in achieving strategic goals and improving on the metrics they participated in setting. The goal is to build consensus by encourage participation in company management practices.
Recognition and Reward Systems
RMH Impact will create an appropriate theme for example “Great Performances” to recognize and reward superior performances in the areas of sales and service. Objective and quantifiable methods to measure performance will be implemented. Actual rewards or awards can be secured and presented to superior performers. Posters or other public displays should be put in place to recognize winners regularly like Star performers with gold name plates to make a bigger impact on participants.
Inculcate a Positivity Culture
“If your employees aren’t happy - your customers won’t be happy” Measure employee satisfaction levels annually and implement action plans to improve employee morale. Announce new initiatives for employees via newsletter or brief monthly meetings to ToonUp your staff using appropriate humor to lighten the mood Create events like an employee summer picnic and or a Holiday party to build community and acknowledge contributions publicly at these affairs. Train supervisors to use positive encouragement.
Impression Management Practices
Every great presentation starts with proper preparation. Whether the company is seeking to land a major account or impress a potential partner its critically important to prepare. This should take into account the obvious physical appearance of facilities but also the deeper dive into operations that investors will likely examine. Liken to having your house show ready for a sale your company should be show ready for inspection or prepared for due diligence. RMH can assist in this process having navigated it many times themselves.