A while back, I was in one of our local retail stores here in Canton, Michigan. I was looking for an item and wasn’t having any luck finding it. There were no clerks in sight, and I started to get a little frustrated. Finally, I saw a clerk heading towards the back of the store and I asked him for some assistance. His reply was, “I can’t help you. I’m going on my break.” What a golden opportunity for this young man to do what he was getting paid to do; provide a little service and help customers buy something. Unfortunately, he did not see the connection between what was expected in order for him to receive a pay check.
When I give this example in the programs I do for small and midsize businesses, somebody in the audience always asks, “Whose responsibility is it for making sure that this type of response is not given to customers?” My answer is always the same: The owner and management. The concept that everyone who is employed in the company is in service, should be in the orientation manual, on the bulletin board, on their paystub, and the focus of every meeting.
We must remember that the sole purpose of a business, is to profitably attract and retain customers and clients. Any action by the owner, managers or employees that does not support this ultimate purpose, takes away from it. If a company plans to profitably stay in business, it must keep the most important part to that formula for success; the customer or client.
The problem for many companies and organizations is that they do things right in the beginning, but fail to continue this when they get “too” busy. Their customers and clients are taken for granted.
The message that must be constantly reinforced is that everyone is in service. It is up to leaders of the organization to constantly reward the actions of employees when they put the customer first. When they do, they will be protecting the most important investment; the people they are supposed to be serving.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at csjobsBlog.com and view additional job postings at Nexxt
When I give this example in the programs I do for small and midsize businesses, somebody in the audience always asks, “Whose responsibility is it for making sure that this type of response is not given to customers?” My answer is always the same: The owner and management. The concept that everyone who is employed in the company is in service, should be in the orientation manual, on the bulletin board, on their paystub, and the focus of every meeting.
We must remember that the sole purpose of a business, is to profitably attract and retain customers and clients. Any action by the owner, managers or employees that does not support this ultimate purpose, takes away from it. If a company plans to profitably stay in business, it must keep the most important part to that formula for success; the customer or client.
The problem for many companies and organizations is that they do things right in the beginning, but fail to continue this when they get “too” busy. Their customers and clients are taken for granted.
The message that must be constantly reinforced is that everyone is in service. It is up to leaders of the organization to constantly reward the actions of employees when they put the customer first. When they do, they will be protecting the most important investment; the people they are supposed to be serving.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at csjobsBlog.com and view additional job postings at Nexxt
Become a member to take advantage of more features, like commenting and voting.
Register or sign in today!