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The Role of the CEO Part 2: Improving Processes and Services

 

In my last blog, I talked about the roll of KPIs in staying on top of our goals. Since our goals involve growth, ensuring we’re providing the best service possible is also part of my job.

I stay intimately involved in our process improvement and creating new services because it is essential to staying in business. To make sure we are offering the right solutions, I frequently sit in on customer calls. This gives me insight into the questions clients are asking and how my team functions.

I’ve created standard questionnaires, by industry, for our sales team so that they are more educated about the needs of our customers. This effort also gives customers a sense of our consultative approach. Finding the right way to teach our sales team how to help our clients is like looking at a new Rubik’s Cube, everyday. I’m constantly trying to download the information in my brain in a flow chart format … if yes for this, go right. If no, go left.

I’ll know if the sales process I’ve designed is successful when the sales person feels natural having the conversation and the client feels confident with our abilities.

If you have an idea for a service Fourlane should be providing, let me know!

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About Marjorie Adams

Our head QuickBooks trainer and guru, Marjorie Adams, is Founder and CEO of Fourlane, Inc., an award-winning consulting firm and Intuit’s #1 QuickBooks Reseller Partner. Fourlane’s team of experts offers several QuickBooks oriented services including consulting, training, programming, integration, and more. Over the years, Fourlane has helped over 10,000 customers across many different industries with their QuickBooks accounting software. Marjorie Adams is considered one of the top QuickBooks trainers in the country. She was listed on CPA Practice Advisor’s 40 Under 40 in 2014 & 2015, and has been recognized as Intuitive Accountant’s 2015 QuickBooks Desktop ProAdvisor of the Year. Marjorie sits on Intuit’s VIP Program, is a frequent contributor to Inuit Accountants News Central, and has developed Intuit’s QuickBooks Enterprise Certification training. She has also been published in The Wall Street Journal, Forbes, BusinessWeek, American Express Open, the Huffington Post, and Inc. Magazine.

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