“Until talking about the users/customers/members/clients becomes the most important thing, we're going nowhere good. And no matter how many companies pay it lip service, the meetings tell the real story. It's staggering how many meetings I've been to where nobody is advocating for the users. Nobody. Yet everybody is advocating for ways to do what "upper management" wants or ways to save money or ways to... you know, many of you probably work in the companies I'm thinking of.”
I worked in a retail environment where most of the time people would complain during the meetings about so and so being late all the time, who wasn’t cleaning the bathroom, and what customers are always returning items.
Kathy’s post is a great reminder to make this your #1 item on the next meeting agenda: What Can We Do To Make Our Customer Happy?
We were having a meeting once at the company I used to work for. A 'wonderful' idea was brought up and discussed, however, it was only 'wonderful' for the company. After awhile, I said "But what about the customer?". That got a big laugh from everyone. Hmmmm, what's wrong with that picture?
Posted by: Cathi Kent | October 6, 2006 6:12 PM | Permalink to Comment