We don't need clients - we are busy enough!
Mon, July 11, 2011 at 12:01 How often does this happen to you: You want to order a drink, but of the three people behind the counter, two are busy with their own affairs, and only one is left to serve you and all the other waiting customers? The same scenario occurs in all kinds of shops and other businesses.
In many cases, one single dedicated employee is faster and more effective than three people who are too busy with their own issues to serve the customer.
Why is this relevant to you?
Look at your organization: what percentage of your staff directly serves or helps serve your clients? 40%? 30%? Maybe less?
Just step back and think for a moment:
In most organizations, only a minority of employees work directly for the clients.
Most people just run internal processes with no direct relation to the customers. And as in the example above, all these people keep themselves busy. Numerous management layers are created solely for this purpose. This is good for those people but bad for the customers who get poor service at a higher price.
What have you done lately to fix the problem?
- Do you know your external-internal staff ratio? If not measure it. Then take action.
- When was the last time you personally demonstrated to your staff that customers are a number one priority?
- When did you last ask your staff what keeps them busy? Is high workload mainly caused externally or internally?
Start today and make it a strategic goal to direct more of your people’s efforts externally.
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© Copyright by New Pace Consulting SA, 2011. All rights reserved.
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