Organizations that prefer to avoid this frequent, critical review can be counted on to be giving up several points of increased revenues and margin.
3) Capture and review of all requests from customers that were not positively responded to. Several weeks ago I visited a company that’s near the upper quartile of bottom-line performance. I asked, individually, their sales reps, CSRs and estimators, “How often do we receive customer requests that have to be returned for lack of our ability to produce?” One of the sales reps reached in and showed me three significant orders being returned that day. Further investigation revealed that this was not unusual, and the president didn’t have a clue of the frequency, while wondering why his company wasn’t growing more than about 10 percent a year in revenues.