Highlighting Support Areas as Vital Business Components

During a recent meeting, I referred to the organization I lead as a "support area," which didn't resonate well with one of my colleagues. This led me to ponder why the term triggered this negative reaction, prompting me to explore alternative expressions.

This incident prompted me to contemplate the prevalent discourse around customer centricity, realizing that some discussions lack a genuine commitment to truly "serve" the customer.

Reflecting on my career, a pivotal lesson emerged from my initial role in procurement, where our internal stakeholders were aptly referred to as internal customers. In the context of a service-oriented organization, this terminology made perfect sense. As a procurement professional, my objective was to support my colleagues in sales, who were actively pursuing business opportunities. Our collective aim was to provide impeccable service to our external customers.

I've never perceived the "support area" with a negative connotation, particularly when considering the profound nature of serving others and the joy derived from surpassing expectations.

Ultimately, regardless of the nomenclature assigned to a specific area, the essence lies in how we treat our customers, whether they are internal or external. The words we use may vary, but the commitment to delivering exceptional service remains paramount.