I thought I’d drop you a quick note to say ‘well done’ with the recent training programme for our Customer Service team.
You were quick to realise where the ‘touch points’ were and you focused in on how the team should use the tools and techniques moving forward. I was pleased with the coaching sessions with our team leader. Having had a chance to review the training with her, I’m starting to see the penny-drop and hopefully she can move on from here. Even though she feels overloaded with new thoughts and ideas, she is starting to use them with her team and other internal customers. I think the 30/60/90 day task planning, as well as the documented strategic plan will be very useful in ensuring she continues to develop her team.
Once again, thanks and well done.
We engaged a marketing director for the sole purpose of growing our business. Our plans at the time were to develop a national franchise, and this may still eventuate, but things changed as a result of our engagement.
Michael helped us to get some clarity in our business, by looking at our clients first. Prior to that, we’d always looked at the best ways of communicating with our clients, without understanding who they were.
Once we began to understand our clients – how they liked to talked to, what their frustrations were, where they read and watched, we found more of them a lot more easily. We started off by just looking at 1 or 2 client groups. Again, Michael helped us to narrow this down, to really refine who we were looking at. Communication to our clients improved, and increased, but were targeted correctly.
Communication to us, had always meant getting a Facebook page or sending out a flyer, but what if our clients never read Facebook, or what if your offer is not what they want? We found that we became really good at working with the clients we defined, and that because we addressed their concerns clearly, they really liked us. So it became a lot easier to go and find more of the same clients, and our existing clients were useful in that process as well. The end result is that the business grew.
We have a lot more focus now on where we might head in the next few years, and even how we’ll get there. A lot less groping in the dark, a lot more purpose. I would recommend Michael and his team to any business who is still trying to sort out a direction with either their sales or their marketing. He has helped clarify our position a great deal, and we still use much of what he developed with us.
PS as a result of that, we didn’t proceed with franchising as it clearly wasn’t right for our business.
We have used Michael’s team at Marketing Director Centre to work with us on several different projects; these have included Sales Training, Customer Service and Telesales work, as well as developing Customer Engagement.
There are a number of aspects to the idea of a “Marketing Director Centre” that I would recommend to anyone considering using them.
Firstly, the team Michael has put forward have been a team of specialists, and to date we have engaged 3 different team members, all with differing skills and experience. I like the idea of being able to have varying specialists who not only have different skill sets but who also bring a variety of intellectual property to the table. We have been able to avoid the “shoe horning‟ that occurs in many consultancies.
The team is also very flexible. We can and have hired them for more permanent part time roles where needed, but in other instances, been able to use somebody for a short term project. There are no additional costs, which I believe is the way more businesses are looking to structure themselves going forward.
Lastly, but certainly not least, the team brings with them an attitude of readiness. They roll up their sleeves, take on leading roles and generally focus on what they have been engaged to do. There is little waste in the offering, which is very appropriate for our business.
The marketing directors, certainly the ones we have had on varying projects have picked up the essentials of the business quickly and so produced results quite rapidly.
All in all, it has been a very good experience for our business, and I will continue to use Marketing Director Centre ongoing.
I wish Michael and his team all the best in their endeavours going forward; I think the model is unique and by all accounts is being accepted well around the marketplace, as it should be.