I think for most executives and business owners, myself included, this phrase is on the most hated list!
In any business your end goal is to be profitable … so that you can pay your staff, pay your suppliers, provide a return to your shareholders and continue to invest in the growth of your business.
In order to be profitable your company needs to provide a service of value to clients and to compete favorably with competitors. In these hyper-competitive days that means you must have a strong focus on quality, service and of course value.
Imagine your staff telling a client that they can’t help them, that it isn’t their job? Sounds totally ridiculous, and could never happen in your organization … right?
What about internal clients? In our organization it’s the sales and recruiting teams that provide our clients with a service for which we get paid. Everyone else in the company (executive included) is here to help the “sharp end of the ship” look after our clients. Surely we should NEVER say “Its Not My Job” to our internal clients … would that happen in your company?
Does your company have a culture that is truly client focused?
Will your employees always step up and do “the right thing” even if it is not in their job description?
OR will they say “Not my job”?
“The customer’s perception is your reality.” Kate Zabriskie