Should employees or customers come first?
A customer service manager recently asked me this question.
She had just attended a keynote presentation where I outlined three steps to building a customer-focused culture. The manager wondered whether having a customer-centric culture meant customers came first, and if so, where did that leave employees?
Normally, I share my own answer to these questions. But brand leadership expert, Denise Lee Yohn, already answered this one so well.
"Choosing between employees?and customers is a false choice," said Yohn. "Both are equally important."
Yohn suggests the real question organizations should ask is "How can we connect employees and customers in a mutually reinforcing and uplifting relationship?"
Employees in customer-focused organizations are passionate about making their customers' lives better. That's their purpose and what they enjoy doing.
That doesn't make employees a lower priority.
Employees in customer-focused organizations are treated by the company, and treat each other, with the same respect and care they are expected to extend to their customers.
Customers, in turn, tend to be much happier when they're provided with a great product or service that's supported by helpful, enthusiastic employees.
Yohn does a masterful job of describing the relationship between employees and customers in this short video.
领英推荐
What about abusive customers?
This is what many managers and employees really worry about. If employees and customers are truly equals, then what should be done when a customer is rude or abusive?
There are a couple of things to keep in mind.
First, we need to separate customers who are upset and angry from those who are truly abusive.
A customer who is merely upset about a service failure really wants, and deserves, an employee to be their advocate and help solve the issue. In many cases, they have a right to be angry, though their anger can feel personal.
Our first thought should be to help them.
Employees in a customer-focused culture should get the same treatment. We've all had bad days at work, had moments when we've not been our best, or had times when we've been upset about a new policy or decision.
Just like with upset customers, our first thought should be to help those employees.
Of course, there are still some people who cross the line. That line is in a different place for every organization, so it's up to you to decide where it is. But there is always a line.
When a customer crosses the line and threatens an employee's physical or psychological safety, they should no longer be considered a customer.
Want more resources?
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
2 年Jeff, I appreciate you sharing your video about Denise Yohn. And I very much appreciate you both. So I hope we can have an open conversation. I envision “People First” as the solid foundation for everlasting business success. One caveat is “Employees First”. Despite preaching “Employees First”, senior leaders would always have “first”, on the bottom of the ladder, well below the leaders. With "People First", no longer are people taking second or third seats to customers or profits. When we focus on caring exceptionally for our people, they will do the same for our customers. When we create a great experience for people as much as we do for customers, we will earn the loyalty of both. Soon, without our focus on profits, profits will grow. And everyone's lives will be enriched, literally and figuratively. JW Marriott, Sr. told the managers of his fledging company, "Take care of your associates and they will take care of your customers." Today, Marriott International has followed that leadership service mantra. So I would think that its managers have done OK. ?? While we agree to disagree, I very much appreciate both of you. As you are always, be GREAT out there!
Customer Service officer and Teller
2 年Employees
Fintech Enterprise Sales Executive Bridging Culture and Technology | Sales Management | Compliance | SaaS, CaaS Enterprise Solutions | Network Marketing Management | Business Relationship Management |
2 年All very valid insights! And just like in any relationship, there has to be a balanced and justifiable support for clients and employees. It indeed goes a long way and speaks volumes about your employer when as an employee you feel "the relief in my employees' faces" as mentioned by Jeff Toister. In total agreement as well with Denise Yohn mentioning that "Employees in customer-focused organizations are passionate about making their customers' lives better. Thanks for all your valuable points Team! Until soon and be safe!
Customer Service Advocate II Customer Success Manager II HR Business Partner
2 年This is a topic every organisation must know. I once discussed this with my trainee that it's? important to discuss how to treat internal customers because they are the representatives of your organization, whatever they do will become your customer's experience.When you treat your security man well, he will treat your customers right from the door.Internal Customers are your staff, ensure you make them your team with the same goal and target to deliver excellently to your customers. What you must provide for your internal customers.1. Effective training that tells them what to do and what not to do.2. Enlighten them on how Company's vision and mission must align with Customer policy.3 . Tools, Remuneration, Packages, and welfare that keep them motivated for outstanding service delivery.Now let's go to Customer Centricity.Customer Centricity is a Customer First Mindset.Customer-centricity is a business strategy that is based on putting your customer first and at the core of your business to provide a positive experience and build long-term relationships.Customer-centricity starts from the day you identify a need that is lacking for a particular set of people and tends to provide a product or service to meet this need but when you hire the right staff with a people-first mindset with effective training, then you will achieve your customer's service goals. Without all these, your delivery to your customers will be zero. Thank you for bringing this topic into light Jeff Toister
NLP Coach
2 年What a fresh perspective and I fully agree. Thank you so much for sharing this, Jeff!