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From: Mike Kubasak
From: Mike Kubasak
Winning by Inches:
Questions to AnswerYou must be able to answer the following questions specifically, objectively and concretely. It doesn’t matter how you get the answers but it does matter where you get them from.
You get the answers from client families and potential client families.TO DO:
Ask previously served families, "
If you were president of our company, what would you change and why?"These questions are often best asked by a third party as some people can be reluctant to answer them completely and truthfully. If you depend on your staff to ask customers, sometimes they will only talk to people they like or who they know will give the answers they want to hear.
If you want to know the answers, don’t run from negative news or "dance around" hard facts. Don’t bicker with the findings.
Fix things. Give client families more of what they want and less of what they don’t like!A professional golfer works with a teaching coach to take one stroke off his/her game. A sprinter works with a coach to shave one-tenth of a second off his/her time. Successful funeral directors also compete for inches. Winners work to build case volume, profits and improve service – and they do it everyday just as the pro golfer or sprinter does.
The marketplace is competitive, nothing is static and everything is changing. When a client family chooses your competitor, that family can be lost forever. Inches win horse races – inches win marathons – inches win ballgames.
Inches win market share, too.TO DO:
Call a church in town you’ve never done business with before; go meet the editor of your local newspaper; get to your office 15 minutes earlier everyday; send a friendship note to a key person in town you haven’t talked to in a while; ask an employee to tell you what they are doing, will do or did do today to get a new customer. Don’t waste time – Never let up. Start all over again tomorrow. Don’t let growth be an inch away.If you desire immediate results, want answers to those questions above and believe that winning inches can dramatically improve your business, contact the
Funeral Director’s Coach at: 702-345-3212 or: mkubasak@aol.com
Feel free to forward the Kubasak Line to a colleague or friend. Kubasak Associates is the premiere expert in enhanced services for funeral professionals. We provide: individual coaching, workshops, presentations and consulting services. For additional information or to order publications, tapes, reprints, or books, go to: www.Kubasak.com
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