Monday, December 12, 2011

In the name of the customer

There is no more sacred word than customer in any great organization. But the word customer can be a curse.

How often do organizations panic when there is a customer demand or need? How often are other customers’ deadlines ignored to satisfy a last-minute demand? How often are people intolerant or insensitive of each other because, after all, it’s all about pleasing the customer this moment?

In truth, no decent customer expects a company to disappoint another customer or disrupt employee lives at their expense. So often, it’s we, the customer-facing people who create this situation.

If we decided to live up to every promise, every day, we’d have to sometimes say no or figure out how to do two or three things at once or, heaven forbid, ask one of our associates for help.

 It’s far tougher to figure out how to do the right thing than to do the thing of the moment.

Barry LaBov
LaBov & Beyond

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