Capstone Management Builds Relationships With Negotiations
Philadelphia, PA, October 30, 2015 (Newswire.com) - “In today’s business climate, good enough just isn’t good enough. A company’s team has to constantly seek growth and strive to find better, more creative ways to dazzle target consumers,” shared Stephanie, Capstone Management’s director of operations. “Maintaining the status quo is really just standing still, and the world is moving too fast for that.”
With this perspective in mind, Stephanie and her team set goals for Capstone Management in a variety of areas. “Most leaders know to set targets for easily measured attributes like sales, revenue, and profit. There are plenty of other places that benefit from goal setting as well, like customer satisfaction, team growth, even number of promotions in a given time frame.”
"Connecting with customers, helping them understand products and how they can improve their lives, comprise our business' lifeblood,"
Stephanie , Director of Operations
According to Stephanie, many organizational leaders are hesitant to set goals that are not strictly financial, because there is an inherent difficulty in measuring the progress or completion of such objectives. “It takes a bit more effort and creativity, but metrics can be set in place for just about anything,” she explained.
How Capstone Management Sets a Target for Quality Business Relationships
As an example of her goal-setting technique, Stephanie shared how she would set a goal for customer relationships. “I could just apply a number to it, but I like to go deeper. What does it mean to satisfy a customer? The answer, in my opinion, is to have developed a win/win business relationship. Win/win is a negotiation tactic, so that’s a big part of how we create solid relationships. Rather than just a generic ‘We need to satisfy more customers,’ I try to get at the root of what customer satisfaction means and then teach those abilities to our associates.”
Continuing on with her example, Stephanie explained what win/win negotiation looks like. “In any good relationship, there is the idea that it will be a worthy investment in the long term. Both sides will enjoy benefits for an extended period of time. Trust is a key factor as well, both in the sense that one will be honest and also in the sense that one can be counted on to be a good partner in the relationship. In business, that means things like always being professional and knowing what it takes to maintain relevant agreements in a mutually beneficial way.”
When negotiation skills are established as paths to customer satisfaction, Stephanie looks at specific tactics for the Capstone Management team to learn. “For example, a successful negotiation will focus on how both parties can achieve their goals, not necessarily on what those goals are. On the surface, goals may look oppositional. Also, a skilled negotiator will never stop looking for ways to add value to a transaction.”
Stephanie then tied it all together, “If I wanted to set a goal for customer satisfaction, I would intensify the training on negotiation skills. Then I would make action steps the focus. I might make a customer satisfaction checklist that said ‘When interacting with the customer, did you seek a win/win? Did you add value? Did you emphasize how you and the customer could work together and both get what you want?’ If the answer to all those questions is yes, then we’re successfully negotiating a win/win relationship that ensures customer satisfaction. If the answer to any of the questions is no, I can focus on those trouble areas. This is the power of organizational goal setting.”
Capstone Management’s director of operations shares how she sets goals for business relationships using negotiation skills.
About Capstone Management
Capstone Management is a performance-based provider of innovative promotions that effectively drive brands into new markets. With comprehensive consumer analysis and unique channels of communication, the firm’s brand ambassadors significantly enhance visibility and develop rich connections with existing and potential customers. The Capstone Management’s history of success and reputable flexibility has allowed its team members to serve a diverse mix of businesses. A dedication to integrity and other core values has set these professionals apart from their competition, and they have positioned the company for ongoing expansion far into the future. To find out more about how they transform brands into pillars of excellence, visit http://capstonemanagementinc.com/
