Over the last couple of weeks, I asked different people why the company where they work exists. The answers ranged from shareholder value to the “idea of the founder” to creating jobs, wealth, etc.
The only correct answer is that the only reason for the existence of any business is because there are customers who are willing to pay for the products, materials or services of that business. Not more, not less!
Did the answers surprise me? No, not really. It’s not the first time I have done this exercise. Since 1985 I have been asking this question to test the awareness of managers and co-workers regarding their work and their markets.
My conclusion? Companies need to create more awareness with their staff that thanks to the customer, they have a job, which in turn helps pay their salary and bonus, which in turn pays for their home, vacation, hobbies, education, etc.
This means that,
Human resources should hire the best people to deal with customers and be team players. When hiring salespeople, candidates should be able to sell professionally, instead of being just “nice” or fit in the team…
Managers hold their co-workers accountable for their output and behaviour and keep them motivated and productive.
Instead of behaving as knowing it all, leaders should trigger their people to come up with ideas and solutions (no whining!), listening more to their beliefs. The people who deal with the customers daily know precisely what these customers need and want. They are your best senses when dealing with the market.
One last note: I have seen many valuable people leave the company where they worked because they gave up on poor customer care and distant leadership.
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