Serving the customer is the first objective of the business organization.  This is why it is puzzling to see organizations implement systems, processes or policies which make life more convenient for “managing the business” yet make life worse for customers or the frontline employees serving the customers.

Here are three important condition questions to ask when considering a new system, process, or policy. 

Will this:

• Add more value to our customers?
• Make it easier for customers to do business with us?
• Make it easier for our customer-facing employees to serve our customers?

A business organization doesn’t exist without the customer.

“The purpose of business is to create and keep a customer.”  Peter F. Drucker

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