Building an Unshakeable Small Business: Mastering Contingency Planning and Leveraging Net Promoter Score

In Episode 2 of the Continuity Conversations podcast, Keith and I discuss three key takeaways from this insightful episode.

1. Net Promoter Score

2. Contingency Planning

3. Employee Buy-In

Net Promoter Score

In Episode 2 of the "Continuity Conversations," Keith Hessel and I discuss the importance of measuring customer referability for business growth. We introduce the concept of Net Promoter Score (NPS), which is a tool used to assess how referable a business is to its customers and employees. NPS provides a numerical score that indicates the level of satisfaction and likelihood of customers recommending the business to others.

Keith explains that having a high NPS score is crucial for small businesses to compete with larger corporations and sustain growth. A score above 50 is considered essential for success, while a score above 80 is classified as world-class. Achieving a high NPS score indicates that a business is excelling in customer experience and is likely to attract more customers through referrals.

Measuring customer referability through NPS allows businesses to objectively evaluate their performance and identify areas for improvement.

By understanding how customers perceive their products and services, businesses can tailor their strategies to meet customer needs and enhance customer loyalty. This data-driven approach enables businesses to make informed decisions and prioritize initiatives that will drive growth and profitability.

I emphasizes the importance of small business owners focusing on their core strengths and delegating tasks such as measuring customer experience to professionals like Keith. By partnering with experts in customer retention and contingency planning, small business owners can streamline operations and maximize their potential for success.

Contingency Planning

Contingency planning is crucial for businesses, especially small businesses, to ensure continuity and resilience in the face of unforeseen events or disasters. As highlighted in the podcast transcript, having a contingency plan in place can mitigate the impact of disruptions such as fires, natural disasters, or other emergencies, which can have a significant negative impact on a business's operations, revenue, and customer base.

One key aspect of contingency planning is the ability to maintain communication with customers and employees during times of crisis. By having a plan in place to address how to continue serving customers, businesses can minimize the negative effects on their revenue and customer relationships. The Net Promoter Score, a tool used to measure customer referability, can also play a crucial role in assessing customer satisfaction and loyalty, which are essential for maintaining a strong customer base and driving business growth.

Employee Buy-In

One key aspect of effective contingency planning is involving employees in the process. When employees are included in contingency planning, they feel valued and empowered.

This sense of ownership and involvement can lead to increased loyalty, engagement, and commitment to the company. When employees understand their role in the contingency plan and feel prepared to respond to disruptions, they are more likely to remain calm, focused, and proactive during times of crisis.

Furthermore, involving employees in contingency planning can also improve communication and collaboration within the organization. By engaging employees from various departments and levels of the company in the planning process, businesses can leverage diverse perspectives, skills, and knowledge to develop comprehensive and effective strategies. This collaborative approach can foster a culture of teamwork, trust, and accountability, which are essential for navigating challenges and driving success in today's dynamic business environment.

Moreover, involving employees in contingency planning can also enhance their professional development and skill-building. As employees participate in training, drills, and simulations related to the contingency plan, they can gain valuable experience, knowledge, and confidence in handling emergencies and disruptions. This hands-on learning opportunity can not only improve employees' readiness and resilience but also contribute to their overall growth and development as professionals.

I invite you to listen to the full episode for more in-depth discussions on these key takeaways and how they can benefit your small business. Stay tuned for more valuable insights and discussions on continuity planning, customer experience, and business resilience in future episodes!

Until next time…
Never settle.

P.S. Before you go: If you’re an independent coffee shop leader ready to have confidence and financial peace of mind when unexpected disruptions knock on your door, you’re in the right place. Subscribe to our newsletter, French Roast and get a free copy of PLAN. PIVOT. THRIVE. the operational resilience checklist for independent coffee shops.