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 is typically the sales and recruiting teams that provide our clients with a service for which we get paid.
We have other client support roles that interface directly with our clients (both the clients who pay our bills and the contractors we serve).
Everyone else in the company, executive included, is here to help the “sharp end of the ship” look after our clients.
I would love to be able to say that we don't mess up, but like most, we do.
The bigger question is are we getting better, and I would say that we are but it is a never ending journey.
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.”
Kevin Dee is the founder of Eagle (a Professional Staffing Company)
Want to know where Canada's hot jobs are? Visit the Eagle Job Board!
I write these articles with the intent of sharing MY experience and knowledge gained during MY life journey. From the 16 year old joining the Royal Navy, through many incarnations, to the grey haired guy who built a business. If you find a nugget here, then I am happy. If the message offends you then I apologise, that was never my intent. I know and recognize there are many people and groups who have a far bigger challenge than I have had and I only wish you well.