At Graphel Carbon Products, we know that you’re concerned about the latest industry trends and products worldwide. That’s why we have a blog about graphite and EDM solutions. Take a look through our articles down below to learn something new, then contact us with questions.
A SMART goal is a goal that you can realistically and consistently reach. It provides you with real motivation. The goal can be personal or professional.
According to research, goal setting is the single most powerful motivation tool in a leader’s toolkit. Goal setting operates in ways that provide purpose, challenge and meaning. Goals are the guideposts along the road that make a compelling vision come alive. Goals energize people. Specific, clear, challenging goals lead to greater effort and achievement than easy or vague goals. By setting a “SMART” goal, you can keep track of where you are in relation to achieving your goal. It is easily measurable and allows you to accurately gauge your progress.
So, each year our managers and employees are encouraged to set SMART goals when we develop our KPIs.
To be a “SMART” goal, the goal must have the following elements:
S – SPECIFIC
Your goal should include the 5 W’s who, what, where which and why.
M – MEASURABLE
Your goal should include targets and milestone measurements to make sure you are moving in the right direction.
A – ATTAINABLE
Your goal should motivate, not frustrate. Ensure your goal is achievable and won’t overwhelm you.
R – RELEVANT
Your goal should make sense and be relevant when measured against what you are trying to achieve. If you achieve it, it should make a difference.
T – TIMELY
Your goal should be time-bound for each step of the process.
Start the New Year by setting at least one SMART goal. It will help motivate you toward accomplishing more for yourself and your family in 2016
By Lori Strange
Customer Service LeaderGraphel Carbon Products
Customer service is key element in keeping customers happy for the long haul. Providing excellent customer service requires knowing your customers.
Not all of your customers require the same amount of service in order to satisfy their needs. In order to improve service, you need to consider segmenting your customers so that you have different propositions to accurately meet their specific requirements. Across any group of customers, you are likely to have between 5 and 10 segments, each requiring different approaches.
Within Graphel Carbon Products, for example, we have segmented our Tool and Die customers into five key segments with unique characteristics: the relationship segment, the deal segment, the price segment, the logistics segment and finally the transaction segment.
The relationship segment customer values expertise and precision but insists on specific delivery instructions and expectations. These customer will typically not use online resources for sourcing, they work primarily on a relationship basis through our sales department. They are usually long term customers that require a high touch from both our sales and customer service teams.
The deal segment customer values knowledge and service but insists on value for money and will actively split business between distributors. These customers will pay for value-added services but will still comparison shop. As a result, they will use online channels to do research, but still want the service provided by a knowledgeable outside sales team.
In contrast, price-focused customers don’t necessarily need or want salespeople calling on them. They want to compare prices and research companies that can save them additional money. The price-focused customer is often a repeat customer, but is working on such a close margin that price is everything. Graphel Carbon Products keeps its’ cost low to serve these customers, knowing they don’t require the high touch of our sales team.
The logistics customer is often one who is not as concerned about spending a few cents extra, but is working their business so tightly that they always require their materials quickly and reliably. This is often a small business that is heavily reliant on product availability and delivery speed. For these customers, Graphel Carbon Products offers same day or next day shipment.
Finally we have the transaction customer. This customer is usually not concerned about price and delivery, they are just concerned about getting the correct item in a timely manner. They are not looking so much for the assistance of a salesperson, as the value of a concerned, helpful and responsive customer service person.
Our customer mix varies across the]]>
