Every business and organization should make a determination early on as to how they want to be perceived in the marketplace.
1. What are the core business values?
2. What are the mission and vision statements?
3. How will clients be engaged? Are promises kept?
4. What does the ultimate customer experience look like? Are customers happy? Were expectations exceeded?
5. Are a proven set of processes in place?
6. Have customers received more value than the money they spent?
It really doesn’t matter what type of business it is, these should form the basis of TIHWDIH (This is how we do it here).
I first read about this concept in John Jantsch’s book “The Referral Engine”, which was tremendously educational on the subject of businesses marketing themselves. I was already sold on him and his writing anyway from his “Duct Tape Marketing”. With highlighter in hand and stapled pages to the front of the book, I copied down websites to visit, books to read, ideas to try, and tools to use. I will get back to the point of this blog but I wanted to make sure that the reader knows that there is so much to learn from this book.
So how does the perception of TIHWDIH change simply with punctuation and why include this type of blog on a technical training website? We are a business who wishes to live by this principle just like other business should. We are committed to a system of processes that orients our new customers, delivers the product (training) and makes certain our client is happy.
Let’s look at this as three different statements.
TIHWDIH. (period) This means this is how we do it here PERIOD. No if’s, and’s, or but’s. It’s a statement that says that we are a business you can count on, we deliver on our promises, exceed expectations, deliver value, and give a customer experience worth praising and referring. PERIOD.
TIHWDIH? (who, what, where, when, and how)Clients have questions that need accurate and timely answers. Ensure that everyone in your organization is delivering the same message. Knowing the answers and relaying how all systems are going to work mean that the question mark won’t be the question in their mind about whether or not they trusted the wrong company with their business.
TIHWDIH! (the wow, the secret sauce) This is how we do it here and how! Great flourishes, surprises, awesome service, and all the incredible and then somes that make customers come back over and over without a doubt! The processes are in place and running smoothly and everyone’s on the same page.