What are the 2 critical success factors that most people miss?
This week’s Entrepreneur TV video comes to you from the Bali Triathlon which also happens to be my first triathlon. During the training for this triathlon, what was important wasn’t just training for the swim, cycle and run but a more importantly preparing myself for the transitions between the three sports which is the essential factor for a participating triathlete.
Which leads me to explain the 2 critical success factors that triathlons and business have in common.
Its interesting how entrepreneurs are focused at 3 big things when it comes to customers and business, whether the marketing side, sales side or the service side, – they think it is almost all about these 3 different disciplines.
When in fact it is the transitions between these three which is more important. It’s not just about how you market, but how you transition from someone who is in your community or a lead to someone who is your customer, and that’s the huge shift where they’ve changed an identity with you as they go.
So its the transition, moving from one to another, or the process of on-boarding or welcoming someone in and similarly transitioning someone who is a first time customer, to someone who is a returning customer, is the difference from sales to service. This is also something called upgrade, and a lot of people don’t upgrade properly leading to a failed customer experience. So these are the two most important things if you do them right then everything else grows.
This same thing can apply to your team, if you have a team that is going from someone who is new, this is the recruitment stage – to someone who is now part of your team, which is the training stage and then finally the culture. Those three steps as well and how you transition from someone who you are recruiting as a new team member, to someone who is now an example to others in the team.
So think about the transitions and plan them out before hand whether applying it to your business or your team.