Recently we had a couple of incidences which caused discussion and through the discussions, thoughts and then came some reveling facts. After looking at the facts we then made decisions.

We have been using a particular car mechanic for years; in fact most of the family used his services. When we first started using him, our car was serviced, we got phone calls when things needed to be completed, important things such as transmission oil was changed as part of the ordinary service. In fact the car was looked after in such a way that you felt good driving it understanding that all was done to ensure your safety.

Now we receive great reports of what was done, what needs to be done, an itemized account of the amount that needs to be paid.

To us, it seems as though the focused has shifted from ensuring that the car is safe to drive, to ensuring we have loads of information. The feeling that we were being looked after has gone.

It led me to think about the services we provide, how with the seemingly never ending documentation that the law requires you to keep has encroached on the time available to provide one on one service. Fortunately we have modern technology which can be used to ensure the correct paper trail. It really is a fine balance. Ensuring we keep up to date not only with the changes in the economy, the changes in the laws, change in the environment, social changes and technological changes.

Business basically is still the same as it was years ago. As the recipient of the service, you still want to feel that you are being looked after. The service you received is special to you. Everything else is background.

However as the business owner, sometimes we are caught up with the ‘stuff’ and the very thing that will ensure the growth of your business, ensuring that the recipients of your services still get the feeling of being special, is going out of our thoughts, and being replaced by the ‘paper trail’.

I know that most business people do all that they can to ensure that their clients are looked after, the link is to ensure that the client feels that they are the main focus of your attention.