Source | http://customerthink.com : By Annette Franz
Does your company put employees first? or customer first?
I suppose that there’s one more possibility – neither.
Sadly, that’s the case for a lot of companies.
But that’s not the topic of this post. This post is all about where employees fall in order of importance in your company.
Recently, I was reading an article in Industry Week and came across this paragraph.
The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. And without owners who invest capital, there is no future.
Oh, and never mind that if there are no employees to make those products, there won’t be a need for customers to buy something. Ouch!
So I thought I’d do a little digging to find some CEOs who disagree with this prioritization. You know where my head is on this: Quite simply: without employees, you have no customer experience.
Here’s what I found:
I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised. -Richard Branson, Virgin
Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients. -Richard Branson, Virgin
Your employees come first. And if you treat your employees right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that. -Herb Kelleher, Southwest Airlines
Who comes first? Don’t be silly, says King Hal; it’s employees. That is – and this dear Watson, is elementary – if you genuinely want to put customers first, you must put employees more first. -Tom Peters, referring to Hal Rosenbluth, CEO, Rosenbluth International
Everyone talks about building a relationship with your customer. I think you build one with your employees first. -Angela Ahrendts, Apple (previously with Burberry)
Take good care of your employees, and they’ll take good care of your customers, and the customers will come back. -J.W. Marriott
Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees. -Tony Hsieh, Zappos
Just about anyone can make a good product, but it’s the people that count. In the end, it’s the employees who will take it from a kitchen-table idea to the next level. There are a lot of important things in business, but the people portion comes first. -Hamdi Ulukaya,