How to capitalize on your strengths; that’s what they’re there for.


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“Know your strengths and take advantage of them.” – Greg Norman

One of the keys of efficiency is that of leverage; using a weighted approach to accomplishing what needs to be done with effective and intentional use of what you already have.

When it comes to customer satisfaction, do you know your strengths; where you are doing things right? By capitalizing on these things, you have an opportunity to increase satisfaction momentum while you continually broaden your focus to other areas that may need more attention.

Strong products
Which products are your best-sellers with the least amount of headaches after the sale? Go focus on accelerating the production of these units to maximize something that’s already performing well.

On a personal basis, what is the  ”product benefit” (service assets) you bring to your job and your teammates? If you ask some of your close associates, you may be surprised at how they answer. Many times, your strengths are the things that come easily to you, or that people comment on by saying things like, “How can you do that so fast?” or “I can’t believe you do this on top of everything else you have on your plate.” Take the time to do a real inventory and focus on capitalizing on what you already do well.

Strong processes
Which systems are working well in your business, or in your department or area of control? Sometimes smooth processes are difficult to discern, because the more effective they are, the more invisible they become. Evaluate what’s working and try to duplicate successes into other departments and areas of involvement with customers. The best processes help to avoid downtimes or slowing of production capabilities, and most importantly, missed referral opportunities.

Strong Individuals
Andrew Carnegie said, “Teamwork is the ability to work together toward a common vision…It is the fuel that allows common people to attain uncommon results.” By taking inventory of personnel and teammates, you create an opportunity to partner with an individual who may have a particular weakness to help strengthen their skillset where you have some natural strengths. This gives the weaker individual a chance to observe, ask questions and receive feedback on how to improve, and creates a mentorship opportunity for raising the bar for both you and for them.

Strong brand
Leveraging your personal and procedural strengths helps to create a strong brand, and building a strong brand helps to create increased market leverage. Customers are attracted to market leaders because of increased perceptions of stability and consistency. By focusing on leveraging your strengths, and the strengths of areas within your control, you have the potential to affect your company’s success with customers in the overall market in ways that go far beyond the dynamics of personal interactions.

“Every fight is a food fight . . . when you’re a cannibal.” – Demetri Martin

Republished with author's permission from original post.

Steve Martorano
Steve has been on the front lines with customers for over 25 years. He is currently Director of Customer Services for Polygon Northwest, a real estate developer in both the Seattle and Portland markets. Steve is also the creator of, an online resource designed to provide insights and training to customer professionals across many industries.


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