“Instead of focusing on the competition, focus on the customer.”
“Instead of focusing on the competition, focus on the customer.” Scott Cook
When we formed DataX Connect it was all built upon a vision of wanting to provide something different, we didn’t want to be ‘just another recruitment company’.
In any service industry you have good and bad, and we all know that it tends to be the bad experiences that stand out more than the good. How could we create a company that is remembered for the positive experiences?
The answer was trust.
‘Trust has to be the highest value in your company, and if it’s not, something bad is going to happen to you’. Marc Benioff
When I spoke with our customers about what they wanted from a recruitment company it all pointed back to honesty and trust. They didn’t want the bulls*it sales chat, they wanted the truth. They wanted to be educated, to be advised, to be collaborative, it was all about forming a genuine relationship and those relationships had to be built upon a foundation of trust.
It is great having the vision to build a business based on trust but how do you implement it?
You have to have a top down approach. If the leaders don’t believe in the vision then it will never be a success.
‘Your words and deeds must match if you expect employees to trust in your leadership.’ – Kevin Kruse.
You have to recruit people that match your vision. Don’t look for people that you can mould to your vision, find people that share your values and your DNA. These people will be the ones that are fronting your vision to your customers.
You have to be relentless. A vision isn’t simply writing on the wall. It has to be engrained in your processes. Every action you make will be because of your vision.
How are we doing?
We are not the finished the article.
We seek to improve every day.
We learn every day.
But what I can say is that our business is built upon these foundations. The way we act, the way we operate, the decisions we make, they are all based on trust.
We advise our customers.
We are honest with our customers.
We refuse to accept bulls*it.
We trust our employees.
‘If you don’t have trust inside your company, then you can’t transfer it to your customers.’ – Roger Staubach
It isn’t about making the most money from our clients or getting our candidates the role that gives us the biggest fee. We want to be known as the company that provides the best service: a company that you can trust to make the right decisions for you.
We work with clients that match our values.
We find candidates the best opportunity for them.
And we are honest that we can’t help everyone.
When a customer calls me to say how great our service has been I know we are going in the right direction.
It may be a sales industry, but to be the best you need to provide an exceptional service.
‘Being trustworthy requires: Doing the right thing. And doing things right.’ – Don Peppers.
The journey continues..
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How powerful a statement! It’s tempting to get carried away by observing your competition, but your customer base is the guiding light. When you understand what they need and help them, you automatically stand apart from the rest!
Very insightful take on building a sustainable business. Trust-driven relationships tend to last longer and create better outcomes. The focus on leading by example reinforces how culture is built through actions, not just intentions.
In service-related industries, having the ability to provide pivotal service to the customer comes first before a sales effort, therefore giving an organisation a strong reputation. For an organisation to develop this culture from the top-down is critical to achieving success.