If you’ve ever said, “That’s not my job — my job has nothing to do with the customer,” then you need a New Reality check.
Everything that everybody does is — or should be — for the customer. Customers are the reason for being employed. Take away customers, and the need for your job vanishes.
Each person in the organization needs to be clear on 3 things when it comes to customers:
All companies, groups, association, agencies or entities have customers. You are ultimately doing the job for someone, right?
So all employees should know:
• Who that “someone” is and what they expect — regardless of the job, role, purpose, or size of the organization.
• Just how important customers are — and act accordingly.
Today’s employers need to be built from the customer back. Every window should provide a clear view of the customer; every phone line should be a direct connection to the customer.
Understand that today’s customer expectations are a moving target. Being agile, mobile, and adaptive is the only way to move with them and make change part of your competitive advantage.
Connect to the customer by:
• Introducing yourself
• Knowing who they serve
• Understanding how your job adds value for the customer
• Exceeding customer expectations
• Thanking and delighting your customer.