Are your company's numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What's more important?
Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job.
But now look at you. Sitting in your corner office meeting with your underlings to hash out the keenest way to cut costs or modify your pricing strategy to allow for a percentage point savings here and there.
New policies are put in place that puts numbers ahead of the guest experience. Employee morale is second to meeting budget. Receiving a quarterly bonus is now your benchmark to business success. But I still ask - what's more important?
It's been years since you personally met face to face with an upset customer because your product or service didn't perform as advertised; "others" in your organization are responsible for this.
You have too many other BIG things to worry about.
But since when has anything other than your customer been a BIG thing?
Copyright ©2020 Steve DiGioia
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