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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The challenging last few years are taking their cumulative toll on senior leaders – they are fatigued.  It’s understandable.  The market dynamics have been spectacular.  High market demand coupled with increasing employee turn-over.  Inflation combined with supply chain issues.

I see leaders counteracting these pressures by:

• Re-prioritizing resources to only their current, best customers and vendors.
• Resetting delivery timelines.
• Slowing growth down to train new staff.
• Guarding personal time for themselves and key leaders – for rejuvenation and whitespace thinking.
• Increasing intake of inspiring, positive information.
• Most importantly,… showing others kindness, patience, and understanding.

It’s important leaders remain refreshed and hopeful.

“Return to kindness.  Let it become your most important accomplishment.”  Bob Goff

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