One of my favorite business books of all time is The E-Myth by Michael E. Gerber. I've learned so much about how to build and manage my own business by reading this book. In the book, Mr. Gerber talks about a "Hierarchy of Systems" which is composed of four distinct components:
1) "How We Do It Here"
2) "How We Recruit, Hire, and Train People to Do It Here"
3) "How We Manage It Here"
4) "How We Change It Here"
The "It" that Mr. Gerber is referring to is the stated purpose of your business. I hope that most of you are thinking that your purpose is to help and serve your customer. If not, I highly recommend reading all my previous postings. ;)
So, how do you do "it"??
You're exactly right, Maria. It seems so common to NOT get service as a customer, but as Brian Tracy says, "The only reason to be in business is to create and keep customers." I don't see how so many businesses don't see that anything less leads to failure.
Posted by: John Gratton | February 21, 2006 7:03 PM | Permalink to Comment