You are our greatest asset!

For over 30 years we have been a customer of a chain of coffee shops (not Starbucks) and part of their offerings has been a loyalty program for frequent customers. We would get a punch for each drink bought or each pound of ground coffee purchased. Last weekend we stopped in one of their stores and was informed that as of the end of April they were discontinuing the loyalty program. Whe asked why after 30 years they were doing so, the response I got was that the business had to stay in business.

As a coffee shop or your organization your primary purpose is to acquire and maintain customers. You acquire customers in your business by hiring the human capital and by providing the services that meet the requiremets of your hiring managers. In order to maintain them as customers you need to take steps to listen to the voice of the customer. Google the term voice of the customer and look for a six-sigma tool called the voice of the customer matrix and complete oe for each customer segment. Based on the results, make changes in your service delivery to match their needs.

Many managers lament about the lack of engagemet on the part of our human capital assets-i.e.our employees- but what have you done for them lately. Are they treated as an afterthought or do you treat them as vital parts of your organization? Do you as human resource professionals treat managers as customers and fellow team members or do you treat them as an imposition who are there to make your life miserable.

The quality of your workplace is in direct relatioship to the level of your customer satisfaction deliverance. That means satisfied employees and satisfied hiring managers. And while you are at it, do’t forget your outside vendors.

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