|
On the Fly Article Archives
Who's More Important - Employees or Customers? Business managers have been trained to focus on customers at all costs. You hear things like, "The customer is the boss." or, "The customer is always right." So many managers answer this quickly - the customer is more important. How could it be the other way around, they question? If we start thinking the employee is more important, they'll start asking for more money, more benefits, and they'll throw tizzy-fits when a customer complains. It seems obvious, but is it right? I recently heard about a manufacturing plant in North Carolina who 'fired' a customer! It seems that the customer was continually making unreasonable demands for employee attention and for turnaround time. The president explained, "No client is worth losing my valuable employees." As you can imagine, his employees were pleased, and surprised. The customer was outraged. What kind of message would this president be sending to his employees? You're important. You're valuable. You're worth keeping more than this unreasonable customer. What kind of loyalty do you think this instilled in his people? I don't suggest we fire every customer that an employee can't handle. I don't even suggest employees are more important than customers. They are two sides of the same coin. We need both to run a successful business. Chris Waugh owns reNvision, Inc., and works with business professionals who want to learn to succeed on the fly. The author of several books, including 'Flying by the Seat of Your Pants,' she blends years of business management experience with her hang glider's perspective on change. Visit www.reNvision.com to find out more. Rights to reprint and reproduce the above article are granted as long as the reprint includes the full last paragraph and tagline complete with website information. We would appreciate an electronic copy or tear sheet.
© 2008 by reNvision, Inc. 
reNvision, Inc.Toll-Free Number: (877) 340-8483 Direct Telephone Number: (541) 270-0399 Email: chriswaugh@reNvision.com Mailing Address: 2226 North Coast Hwy #3 Newport, OR 97365, USA
Site hosted by Newport Internet. |
|
