Welcome to Profit Therapy

 

With over three decades of experience analyzing business situations, solving problems and developing strategies and programs to improve customer experiences and business operations that lead to sustainable profitability, I am uniquely qualified to help business leaders advance the profitability of their companies.


I am convinced that every business can have a substantially healthier bottom line.


Some companies have an upside potential to their bottom line of a 25-30%, maybe more. There are so many companies that do not "get it" when it comes to nurturing their customer universe (and potential customer population),  The result is they are "wasting" current and long term profit opportunities. Improved profitability starts with Customer Experience Engineering.

  • They waste their advertising dollars with lackluster follow-through on leads generated or treating people that walk into their store with indifference.
  • They "scrimp" caring for customers and improving their systems, processes, products, employees, etc while spending lavishly on chasing the next new customer. Please see the following video to see what happened to United Airlines:

                            http://www.youtube.com/watch?v=5YGc4zOqozo

 

The Profit Therapy Approach

We have coined the phrase "Profit Therapy" to describe our approach to profit enhancement. Profit Therapy provides short term remedies, long term solutions as well education and insight that will benefit the organization long after my assignment is complete.


The Profit Therapy Process involves the following:


1. Evaluation of business operations and financial results
2. Identification of "profit leaks" and revenue opportunities
3. Diagnosis of operational issues,
4. Development of solutions
5. Action Plan development
6. Follow up to quantitatively measure progress

 

We begin by learning about the company, its industry, competition and issues. Then, with the help of the company stakeholders (employees) we review, study, research and evaluate the company's operations, customer experience processes and financial results. Next we develop a team or teams to involve and engage in brainstorm, discuss, teach, advise and facilitate generation and management of ideas.


Bear in mind that improved profitability starts with Customer Experience Engineering.

 

 

While we will never know your business as well as you do, we bring "fresh eyes", and unique perspective along with extensive customer service and business problem solving experience as well as an external objective viewpoint.

 


Do you realize?

There are companies that can increase profits by 25-30% (or more) of their gross revenues through therapy. They have "profit leaks" and they have "diseased" profits. In my experience, every company has these issues to some extent.


A "leak" is a missed opportunity to increase revenues profitably or appropriately reduce spending. "Diseased" profit is created by decisions made that generate near term profits at the jeopardy of long term customer relationships.


Why do these conditions exist?

In these times of reduced staff levels, people are so busy handling core business activity and core operating expenses that they don't have the time to look for or address the "leaks". In other cases, a company may not have the in-house expertise to identify and pursue the opportunities.


Among the more common failings:

  • The lack of Customer Experience Engineering in many companies is causing  companies to churn through customers instead of building a bedrock of repeat business.
  • Customer segmentation analysis is non-existent, ineffective,  or not acted upon resulting in missed sales opportunities
  • No continuous service improvement strategy.
  • Intense focus on current numerical targets resulting in decisions that are in conflict with the company's customer focused mission.
  • Unwillingness to invest in systems, processes, technology, training and other initiatives related to customer care.
  • Insufficient attention to expense analysis.

 

If you would like to find out how to impove the profitability of your business, please give me call at 417-881-5366 or by email at info@ProfitTherapy.com.