Sometimes we can forget what is the most important thing inside our organization.
Do you remember? It´s the cash flow? It´s the machinery? It´s the president´s power point presentation? No, no. It´s simple. Fundamental. There is only one king to be served: our clients!
They pay our salaries, they are the reason we are working, they are the reason we exist. To refresh memories, a great and simple statement from Disney University:
"We have some pretty strong beliefs about things like who is responsible for service,
and it's EVERY MEMBER of this ORGANIZATION.“ (Jayne Parker, Director).
And to became more and more efficient, to serve our clients, we need the right people in the front. And they are our clients too: they are the employees - the professionals who will deliver the promisses that our organization is doing. So, another simple statement to be remember day after day, written by Hal Rosenbluth the author of The Customer Comes Second, a book focusing on how to create a great service organization by first focusing on the employees:
"Only when one knows what it feels like to be first in the eyes of their employer can they convey that same feeling to a customer." (Hal F. Rosenbluth)
Do you remember? It´s the cash flow? It´s the machinery? It´s the president´s power point presentation? No, no. It´s simple. Fundamental. There is only one king to be served: our clients!
They pay our salaries, they are the reason we are working, they are the reason we exist. To refresh memories, a great and simple statement from Disney University:
"We have some pretty strong beliefs about things like who is responsible for service,
and it's EVERY MEMBER of this ORGANIZATION.“ (Jayne Parker, Director).
And to became more and more efficient, to serve our clients, we need the right people in the front. And they are our clients too: they are the employees - the professionals who will deliver the promisses that our organization is doing. So, another simple statement to be remember day after day, written by Hal Rosenbluth the author of The Customer Comes Second, a book focusing on how to create a great service organization by first focusing on the employees:
"Only when one knows what it feels like to be first in the eyes of their employer can they convey that same feeling to a customer." (Hal F. Rosenbluth)
Comentários