“Profit is the applause you get for taking care of your customers and creating a motivating environment for your people.”
—Ken Blanchard, internationally-known management consultant and author
Image from Unsplash by Ezra Jeffrey-Comeau
Without question, loyal customers and happy employees are foundational for a successful business. Companies that go from good to great and are built to last support these critical stakeholders, in most cases, far better than their competition.
To determine the basis for your own current level of applause/profit, ask yourself and your colleagues two questions:
- How extraordinary is our care and attention to the things our customers want, need, and desire?
- How inspired and motivated are our people to leap out of bed each morning to come to work?
What actions can and will you take to deserving and receive more standing ovations from these groups, now and into the future?
“If the customer comes first, there is a good chance the customer will come back.”
My very favorite place to shop for groceries is Trader Joe’s. On average, they receive over 80% of my food dollars. They probably would receive 100% if their store carried everything I wanted.
Despite their small geographic footprint compared to other supermarkets, they do a great job.
The quality and variety of their offerings and their logistics are brilliant. Even beyond that is their extraordinarily kind, engaging, and helpful staff, and their almost unbelievable return policy.
If you have not shopped there, imagine returning an item you ate but did not enjoy, without the packaging or a receipt, and receiving a refund, no questions asked.
Where and how could you step up your game by making an even greater effort to put your customers and those you serve first?