IS THE CUSTOMER KING?
I’m all for customer focus, but there are some interesting things to know about customers. They can be irrational, demanding and unprofitable. If 100% of your attention is on your customers then you’ll be run ragged and perhaps miss important attention on your people, products and services.
WHY ARE STAFF MORE IMPORTANT?
In any business your staff are what gets the customer excited, interested, engaged and buying. Even as a sole trader the product does not sell itself: you have to be there! If you start your business from your laptop, or with friends around the kitchen table it all begins with the passion and vision of the people who will craft, develop and market the products and services.
“If you look after your staff, they’ll look after your customers. It’s that simple.” Sir Richard Branson
THE ROLE OF LEADERSHIP
In a recent article in Jersey’s Connect Magazine (Link 1) Luke Smith of Purpose.je challenges “Do you have a job or a business?” (Link 2) I think this is an excellent article and recommend everyone to read it.
I believe it adds weight to the argument that success is from leadership (“doing the right things”) rather than management (“doing things right”) and my logical extension is that this means creating the right environment for success rather than shouldering the impossible burden of satisfying every whim of each customer.
Success in this context is a business of people, products and services which can grow and thrive based on the principles and processes you have co-created, rather than demand increased effort from you for each additional customer.
The former approach will allow you time for holidays and retirement, or at the very least time for reflection whereas the latter may lead to burn-out and an early grave.
CO-CREATE YOUR FUTURE
Staff are better educated and informed, like never before. Tap into their expertise and whilst you may provide the canvas, let them bring the paint.
The role of leadership is to create the right environment: this does not mean wrapping up in cotton wool. Let them get the scars, cuts and bruises of experience and the satisfaction of success and they will continue to pour their talents into your products, and delight your shared customers.
Your legacy should be that the customers, products and your reputation should outlast your leadership, because it lives on in the values and behaviours of your staff.
LINKS
http://www.bailiwickexpress.com/jsy/connect/
http://epublishbyus.com/ebook/ebook?id=10042108#/94
THE AUTHOR
Tim Rogers is an experienced Project and Change Leader. He is founder of www.ciChange.org and curator for www.TEDxStHelier.Com . Past roles have included Programme Manager for the commercialization of Ports of Jersey, Operations Change & Sales Support for RBSI/NatWest, and Project Manager for the Incorporation of Jersey Post. He is also Commonwealth Triathlete and World Championships Rower with a passion for teaching and learning and is a Tutor/Mentor on the Chartered Management Institute courses. He is a Chartered Member of the British Computer Society, has an MBA (Management Consultancy) and is both a PRINCE2 and Change Management Practitioner.
Tim HJ Rogers
PRINCE2 - MBA (Consultancy) - APMG Change Practitioner
www.timhjrogers.com | Twitter @timhjrogers | Skype @timhjrogers | Mobile: 07797762051
Curator TEDxStHelier www.TEDxStHelier.com
Founder ciChange www.ciChange.org
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