Building the ultimate 100 year Business

In order to build a business that can last for a long time, we need to look at how we work completely differently. This could also be called a business manifesto, either way, we need to change in a number of areas to thrive. I have outlined the first 11 rules as follows.

While technology is constantly changing and the rise of AI is unstoppable, the ultimate business philosophy should always be about how we treat people. Providing exceptional customer service, personalised attention, ongoing support, and a commitment to the health and wellness of your team are all crucial elements to building a business that can last for a long time. By staying grounded in these principles, businesses can continue to adapt to changing technologies while maintaining a focus on what truly matters - the people who make their business possible.

At the heart of building a business that can last for a long time is a commitment to our values and focus. By staying true to our principles and focusing on what truly matters - our people - we can create a business that can adapt to changing technologies and thrive for years to come. The 11-Star Service Philosophy is just one way that we can demonstrate this commitment and create a culture of excellence that benefits our customers, our team, and our business as a whole.

11-Star Service to Customers and Team Members

1. Make it easy for customers to find and contact your business: This stage should involve designing a user-friendly website with clear navigation and contact information prominently displayed. Your business should also develop a strong social media presence with engaging content and direct messaging capabilities to make it easy for customers to reach out.

2. Provide personalised attention to customers: Your business should assign dedicated account managers to each customer to ensure personalised attention and customized service. You should also use customer relationship management (CRM) tools to keep track of each customer's preferences, needs, and previous interactions with your business.

3. Offer a wide range of products and services: Your business should develop a comprehensive suite of products and services that meets the diverse needs of customers, including compliance, advisory, bookkeeping, tax planning, payroll services, outsourced financial CFO, group coaching, wealth management, debt management, business sales and succession planning, digitalisation, start-up coaching, and community membership.

4. Provide clear and transparent pricing and billing practices: Your business should design a clear and transparent pricing structure for your products and services and communicate it clearly to customers. You should also provide accurate and timely billing statements with clear explanations of charges.

5. Deliver high-quality and accurate work: Your business should ensure that your work is of the highest quality and accuracy by hiring skilled and experienced professionals and using advanced technologies and tools.

6. Communicate proactively with customers: Your business should communicate regularly with customers to keep them informed about the status of their work and any issues or concerns that may arise. You should also provide regular updates on industry developments and best practices to keep customers informed and engaged.

7. Provide proactive advice and recommendations: Your business should offer proactive advice and recommendations to help customers optimise their experience and achieve their goals. You should use data analytics and customer feedback to provide insights and customised recommendations.

8. Offer convenient and flexible payment options: Your business should offer a range of payment options to make it easy for customers to pay for products and services, including online payments, automatic payments, and payment plans.

9. Offer ongoing support and resources: Your business should provide ongoing support and resources to customers through programs like webinars, workshops, and other educational resources.

10. Demonstrate a commitment to the team and build sustainable working practices: Your business should demonstrate a commitment to the health and wellness of your team. These will need to include modern working conditions and a commitment to each team member. You should set up a wellness group and have team impact in this.

11. Provide exceptional customer service: Your business should provide exceptional customer service by going above and beyond to exceed customer expectations. This will include providing personalised gifts or tokens of appreciation, responding to customer inquiries quickly and professionally, and resolving issues and concerns in a timely and effective manner.