Customer service personnel are continually being advised about required behavior so as to be excellent at what they do. This examiner offers this advice out of a genuine passion for individual excellence within this department, excellence that leads to successful business outcomes and also to the resultant over-flow into personal lives of its practitioners.
Now, let us shift from employee to employer--the owners, leaders, and managers of companies--as today we advocate a change in the employer's approach to customer service excellence. This is a plea to employers to change any approach to customer service excellence that does not place both customer and employee in the first position. A precedent perhaps, since there can never be two firsts; but in this case, it is necessary.
The old adage, "The customer comes first" is a good maxim to follow. Yet, it is critical to business success that you place employees at the same level of importance as customers, or soon enough, there will be no customers.
Many employers wisely implement a number of customer-friendly practices within their companies, and for this they must be applauded. But their work is not done. What about their employees?
It was alarming to learn the shocking news about treatment meted out to employees first within one of our large business establishments, and again within another. This news and reaction to it have recently been brought to the fore even more forcefully.
A challenge is out to employers, leaders and managers of our business entities to treat employees well, concentrate on their immense ability to contribute to the success of a business. There is no better method for ensuring continued success.
Vineet Nayar's book, Employees first, customers second, certainly revolutionizes the conventional way of doing business. But one step at a time: Place customers and employees at the same level of importance now, before moving on to greater things. It really is necessary for business success.
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