TOOLS FOR STEWARDING RELATIONSHIP CAPITAL
It’s easy to miss the relationship value that doesn’t show up on a sales report. Start with the Matrix to see where it lives. The other two help you protect it.
SEE
Who receives value because this relationship exists?
Map the value one relationship creates for your customer, the people around them, your community and your business, including the value that never shows up in a transaction.
Use the Matrix →CHECK
What is this system assuming about the people inside it?
Follow the assumptions built into your processes and technology to see whether they protect the relationships you’ve earned or slowly wear them down.
Run the Audit →DECIDE
Where does a person’s attention belong?
Work through a process step by step and decide what to Guard, Redesign, Automate, Delegate or Eliminate, so your best attention goes to the relationships that matter.
Use GRADE →