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Flip the Funnel: How to Use Existing Customers to Gain New Ones by Joseph Jaffe

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DOUBLE BUBBLE

Simultaneously overlaying a flipped funnel for employees on top of one for customers creates a symbiotic relationship that can only be described as win-win. If one does not necessarily work without the other, then it stands to reason that the two working harmoniously side by side can be an exponentially powerful one-two punch.
Perhaps it’s time to make the following revisions (wordy but worthy) to the timeless adage:
Original:
Rule 1: The customer is always right.
Rule 2: If the customer is wrong, see rule number 1.
Revised:
Rule 1 v2.0: The customer is mostly right
Rule 2 v2.0: If the customer is wrong, don’t be afraid to tell them so, and if necessary, put a stake in the ground. At the same time, pick your battles. Black or white: pick a fight; shade of gray, (live to) fight another day.
NEW Rule 3: Whether right or wrong, if a customer is up against an employee, do not automatically take the customer’s side.
As parting thoughts, here are 10 tips to consider when flipping the funnel for your employees:
1. Perhaps the problem with business today is that companies fundamentally don’t trust their employees. Change that. Without trust, our entire organizations are essentially houses of cards waiting for the wind to pick up. (See: Domino’s.)
2. Empower your employees to act. Give them the freedom and confidence to go beyond the manual or playbook.
3. Allow them to make mistakes, and instead of punishing them when they do, reward their initiative for taking ...

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