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Welcome to the 5th edition of QED Consulting’s E bulletin. In this month’s bulletin you can expect
• Revelations on Research and Evaluation: Customer feedback
• Lessons in Listening
• Successes of Succession Planning
To read the bulletin will take just a few minutes of your time and we promise you it will be time well spent. |
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Customer feedback – improve or lose.
We have all read the statistic about an unhappy customer. ‘If your customers are happy they will tell three other people, but if they are unhappy they will tell nine.'
In fact if they are very unhappy only about 4% will pro-actively complain to you so you won’t necessarily get to know about it at all and they will simply take their business elsewhere.
Although we all talk about finding out what our customers really think, the reality is that very few of us actually do this and yet it is key to on-going business success. Of course we all have both internal and external customers, either of which we ignore at our peril! In this month’s e bulletin we intend to focus on how we optimise feedback opportunities with external customers and will address our internal customer challenges in next month’s edition.
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ARE YOU LISTENING? – OR JUST HEARING?
Hearing
The Oxford dictionary defines hearing as ‘the faculty of perceiving sounds’. Implicit in this is that there is no commitment to an understanding of the sense of what we are hearing. Listening on the other hand is defined as ‘taking notice of / responding to / listening attentively to a person speaking.’ This implies a much more active process which combines hearing with understanding.
Listening
What do great listeners do? They are certainly ‘active listeners’, and active listening involves so much more than ‘hearing’. It includes watching intently, thinking about the content and purpose behind the overt messages we hear, and managing our behaviour accordingly. It also means detaching from the style of communication and focusing on the intended content of the message, not the least to avoid our emotions getting in the way of the original message and filtering out the parts we didn’t want to hear. It also means avoiding distractions. And as we know, with two ears and only one mouth, we might all learn to use them in that proportion - at least!
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Succession Planning and how it can benefit you and your business?
The Succession Planning service that we deliver provides assistance to business owners who are looking to pass their business on to a next generation or who are looking to exit from their business now or in the future. It offers business owners an independent perspective on their business situation and the transfer of ownership.
Our tailored process has been developed to help identify key succession planning and business transfer issues, which owners need to address in order to lay the foundations for a successful handover or transfer. The support includes: an initial meeting and succession planning diagnostic; development of a Life Plan – mapping out the route to successful transfer; mentoring support to help owners stay on track and implement actions agreed in the Life Plan; brokerage of additional specialist advice (e.g. tax and legal); and signposting to other relevant funded business support services.
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If you have any comments about our bulletin that you would like to make please contact us on rebecca@qedconsulting.co.uk
If you would like to get in touch with QED Consulting please:
Call us on: 01302 761 222
Email: rebecca@qedconsulting.co.uk
Log onto: www.qedconsulting.co.uk
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QED Consulting, Head Office, 2 Sidings Court, White Rose Way, Doncaster, South Yorkshire, DN4 5NU.
TEL: + 44 (0) 1302 761222 FAX: + 44 (0) 1302 761333 |
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QED News
The team just keeps on growing!
QED Consulting is pleased to announce that latest recruit Emily Anderson joined the team recently, on the 23rd April. Emily has come on board to join the Sales & Marketing department, taking on the newly created position of Business Development Manager.
Emily has previously worked in both the public and private sectors, specialising in marketing, research, social science and business development. Everyone at QED Consulting would like to wish Emily a warm and eagerly anticipated welcome to the team.
Calendar dates for May
17th - Ascension Day Holy Thursday
23rd - Feast of Weeks - Shavuot
27th - White Sunday – Pentecost
28th - Spring Bank Holiday (another lazy day to look forward to!)
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