Be Different or be dead

August 5, 2013

One simple reason why an organization can’t be customer focused

Source: Unsplash

One simple reason why an organization can’t be customer focused.

Can an organization be passionately engaged in serving its customers?

I don’t think so.

Organizations are a collective.

They are pluralistic.

They are an amalgamation of individuals that comprise it.

If the people within the organization don’t have an innate desire to serve another human being, the organization will (despite declaring its aspirations) never be customer focused.

For organizations who truly want to ‘be one’ with their customers, the imperative is to recruit people that “love” people.

Education is ok. But it is table stakes to playing the customer loyalty game

Serving isn’t an intellectual activity. It’s an emotional one.

It’s not based on an algorithm or formula.

It’s based on an attitude and drive to take care of someones’s needs, desires and cravings.

You can’t teach people to do it. You can’t train people to do it.

You have to recruit people who are born with it.

And if you recruit enough people with the serving ethic you can become the customer-centric organization that you aspire to be.

Check out your recruitment program. Look at the questions you ask a prospective employee. Examine the experience they have in serving others; ask for their stories.

Hire for goosebumps.

Cheers,
Roy
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• Posted 8.5.13 at 06:15 am by Roy Osing
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