Are you a customer of your own company? Do you buy the products and services that your company is selling for your own personal use?
The answer should always be yes, because if you don’t believe in what you are doing then no one else will either. That old term, “do as I say, not as I do” is not nearly as influential as when you are leading by example. For example, would it be a surprise that Sam Walton’s heirs shop at Walmart? As billionaires they don’t “need” to, but should they?
Recently, an owner of a local plumbing company called another plumbing business when his home was in need of some immediate repairs. Regardless of the reasons why; it happened, and he ended up losing one of his best employees to the other business because they no longer believed in company's quality of service.
There is a store manager of a large drugstore chain who claims that he has never bought anything from his company because even with his employee discount it is cheaper to shop at the larger competitor. That is bad on its own, but he also encourages his employees to do the same. How does something like that happen?
For example, let’s say that you sell a certain brand of shoe. How many pairs do you own? Do you wear them to work? Now for the big question, do you wear them at home? Are you a customer of your own product?
How can you be honest and true with your employees and customers if you’re not buying-in yourself? Now don’t get me wrong, there are a lot of people who buy their own products and use their own services frequently. This is a perfect scenario because you are creating a level of excitement that others can get behind. You can honestly promote what you’re selling as the best thing out there because you personally use it.
Beyond leading by example, purchasing your own services and products exposes you to the environment of customer service and quality that your company puts forth. Catching mistakes early, offering thorough training, and providing above-and-beyond service can be accomplished much more easily when you are participating and paying attention. For more about this, see our “Wow” Customer Service Presentation and Workshop.
If you are not a current customer of your business; why? Were you ever a customer, and if so, what changed? Remember, employees work for you for a reason and customers spend money with you for a reason. Help make those reasons and those decisions easier by being a customer of your own company. Lead by example, and be a customer first, it is as simple as that.
April Salsbury, MBA is a strategist, an analyst, an operational guru, a recognized leader and C-suite global healthcare executive with drive and focus for competitive markets. Co-host of The Business Forum Show and regular contributor to various business journals, she possess multi-functional and multi-national competencies with more than 15 years experience in business and healthcare. Her expertise is in invigorating revenue growth and infusing value of lean practices in growing companies through improvements to cash flow and operations management.
Fueling revenue, growth and profit, Salsbury & Co. is a consultancy firm focused on helping businesses and healthcare organizations achieve excellency. Our specialists have executive experience combined with deep functional expertise to provide our clients with services that drive real impact and results.
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