Seeking Best Practices
A few years ago, I asked 40 different industry suppliers to list their best dealers. I also asked them what characteristics made those dealers the best. Almost all vendors said that their top dealers were those who had developed best practices in a number of key areas.
Google “best business practices” and you’ll find hundreds of pages of articles on the topic. Focusing on best practices has become the latest mantra of business gurus, but the process of defining and implementing them can be complex. They vary from business to business, and they are always rooted in a company’s core values.
For instance, what would best-in-class customer service practices be for Costco, Sam’s or BJ's? How would they differ from customer services practices at Nordstrom?