Do you have a mission statement? Are your employees coming to work each day with a clear understanding of the vision for your business? Imagine if you have stated clearly to them what you hope to achieve (i.e. “We offer the finest golf experience you will find anywhere, regardless of price”) with that clear understanding your employees will know what is expected of them and thereby be an extension of you. having a clear mission statement will give them focus day to day. The will know what you are trying to achieve and even be able to help offer suggestions as to how to achieve those goals. If you aren’t already listening to your employees suggestions, you had better since they are the ones spending most of the time with your customers.
If you do have a mission statement, is it working? The best way to tell is to sit down with your customers and find out what they think of your product. If their statements aren’t a reflection of your mission statement, it’s a good indication that either you have to take a look at your operation and refocus the troops or take a good long look in the mirror and refocus yourself.