Are You Being Applauded?
I was fortunate to be on the receiving end of another of Russ Wylie’s lines this morning:
Profit is the applause you get for taking care of your customers and creating a motivating environment for your people
Having had a think about this, it is just such a brilliant statement – taking care of your customers is important – but so is looking after your people.
When you look at your business, do you have a focus on customer satisfaction? Do you understand what your customers are wanting and needing you to provide? I know in our business, we focus pretty heavily on this (and sometimes we get it wrong, but we’ll work like hell to make it right!) – it comes about from having “the conversation” with them about their desires and wishes.
Similarly with your people – we need to remember that without them, we don’t really have much apart from a big job that has to be done. By engaging and motivating your people, they will ensure that the focus and goals of your business are delivered to the people that matter – your customers! We also need to remember that without customers we don’t have a business. By having our people in the right mind-set and having the right levels of motivation, truly exceptional things can be achieved.
So, to take ourselves back to Russ’ quote, are you being applauded for what you’re doing, or do you need to improve your performance?