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Overview
As a business owner, you have no control over your competitors, the economy or the litany of outside influences that affect the health of your business. What you do have control over is the performance of your team, the environment you create, and the people you invite to join your team.
For many businesses, improving the service and sales ability of the frontline -those who deal directly with customers—provides the largest opportunity for profit gains. This is because for many businesses, a 5% to 10% improvement in top line revenue can result in 100% improvement in bottom-line profit. Frontline Profit Machine provides an in-depth summary of how businesses can increase profits by improving service and sales at the frontline. This is not simply a matter of up-selling customers; it requires a cultural transformation encompassing training, a sense of ownership and empowerment among frontline employees, measurement, and appropriate financial incentives—all parts of the Khoury Performance Equation blueprint.
Frontline Profit Machine is a revolutionary business book that outlines how your organization can achieve these goals!
Synopsis
In most businesses you have very little control over your competitors, their pricing and their occasional perplexing strategies. You have no control over the economy or the litany of outside influences that affect the health of your business. What you do have control over is the performance of your own team, the environment you help create and the people you invite into this environment to be part of your team. For many businesses, improving the service and sales ability of the frontline-the customer-facing staff-usually provides the opportunity for the biggest upside impact for the organization. For many companies a 5% to 10% improvement in top line revenue can mean 100% improvement for the bottom-line. Front Line Profit Machine helps businesses increase profits by improving service and sales at the frontline. This is not just a matter of up-selling customers, rather it requires a cultural transformation in the organization, encompassing training, a sense of ownership and empowerment among frontline employees, measurement and appropriate financial incentives—all part of the Khoury Performance equation blueprint.
Publishers Weekly
A vehicle for consultant Khoury's "Khoury Performance Equation," this business title pushes the idea that companies can maximize profits by concentrating on the "frontline," where the company meets the customer. Though "frontline sales" may conjure visions of used car dealerships, Khoury points out unlikely businesses, like Starbucks and Southwest Airlines, that have achieved their remarkable success by creating an environment in which every employee considers himself a salesperson and, essentially, an important team member: "Happy employees ... result in happy customers." Khoury doesn't downplay the difficulties of transforming a corporate culture, addressing obstacles from politics to inertia to insecure managers. Still, it seems likely an individual armed with this book won't be able to turn around a large company without hiring the Khoury Group to help. Khoury provides more substance than many management gurus, but his case studies for improved performance through the Khoury Performance Equation give hypothetical outcomes, not actual results (Khoury cites the examples of Enterprise and Nucor, neither of which used Khoury or his methods). An above-average entry in a crowded field, this leadership training manual over-promises but contains solid insight and instructive advice.
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