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The Relational Transformation Zones include: Marketing, Service, and Communication. Again, each contributes holistically to the organization’s capacity and reputation for Trust and Value.
At the intersection of Relational Value and Concern for Others is matrix cell # 4 – Marketing. Service related businesses rely upon word-of-mouth recommendations and referrals from satisfied customers/clients to grow. Marketing is primarily a matter of networking and relationship building while managing the expectations of opinion leaders, influencers, and decision makers. Marketing messages are personalized and client focused. Responsiveness, respect, and results are critical as are the removal of barriers. Management’s promise is made.
Service, cell #5, is at the center of the Performance Matters Matrix occupying the space defined by Relational Value and Integrity. It is about managing the experience of clients and staff. It is about creating “Brag-About” experiences that people will insist on talking about and facilitating their effectiveness in talking about it. It is about turning promises into reality every time for everyone. It is about positioning people for imminent satisfaction and success. Management’s promise is experienced.
Cell #6, Communication, is found at the intersection of Relational Value and Results. Relationships are nurtured and forged with evidence that promises were kept and expected results achieved. Communication is multidimensional, complex and far too important to leave to chance. Communication is never neutral – if it doesn’t enhance Trust and Value it is at best an opportunity lost and at worst a diminishment. Communication in all of its forms provides a feedback loop through which an ongoing cycle of concern for others is expressed. Management’s promise is validated.
The next consideration of the Matrix is the Financial row – cells 7-9.
All The Best!
Bob
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