Always, Always do the right thing for your customers!
I adore this piece of inspiration. I accustomed to have it on my wall when I ran a quick growing IT Assistance Firm.
“It just isn’t the critic who counts: not the man who points out how the strong guy stumbles or exactly where the doer of deeds could have completed better.
The credit belongs to the guy who is truly within the arena, whose face is marred by dust and sweat and blood, who strives valiantly, who errs and comes up short once again and once again, due to the fact there is no effort without having error or shortcoming, but who is aware the excellent enthusiasms, the wonderful devotions, who spends himself for a worthy lead to; who, in the greatest, understands, within the end, the triumph of high achievement, and who, at the worst, if he fails, at least he fails even though daring tremendously, to ensure that his place shall in no way be with those cold and timid souls who knew neither victory nor defeat.”
It reminded me that our company ought to continue to produce outstanding and friendly service to our clients within the face of continual ‘improvement’ from our very own internal finance department.
Our internal finance department no doubt wanted us to offer extremely effective IT Help. They desired us to win on almost every transaction but I had a hunch this isn’t the method to build great client relationships. Customers want a extended term romantic relationship with somebody who keeps their IT running, that is dependable, friendly, trustworthy and somebody who views a company relationship using a bit of give and take.
It reminded me from the parable with the Golden Goose – it goes anything like this;
A guy and his wife had the great fortune to possess a goose which laid a golden egg each day. Lucky even though they were, they soon started to think they were being not acquiring rich rapid adequate, and, imagining the bird need to be produced of gold within, they decided to kill it. Then, they thought, they could obtain the entire store of valuable metal at as soon as; on the other hand, upon cutting the goose open, they found its innards being like that of any other goose.
* Your technical services are your golden eggs. Search following these.
* Your technicians are your Geese. Find fine ones and search immediately after them and let them do their issue (with as little ‘guidance’ as achievable)
* Your finance department may well be the farmers – if they’re that way inclined – ignore them a touch.
I had a way of ranking my staff which enshrined the above – but that’s an additional story.
