I constantly run into managers who believe their way is the right way and while it could very well be the right way, all I’m saying is: do the quarterback. Take a few steps back, widen the angle and observe to make sure that indeed your way is the right way for everyone…INCLUDING your customers.
Many organizations, usually those that have been out there for a while, get complaisant and become more of a supplier than a partner, and then get surprised their customers start looking elsewhere.
A few months ago I called a travel agent to book an international trip. She was so professional, so correct and so freaking impatient!! Since this was a trip that I was invited to and the hosts paid for it, I was forced to work with this agency so I bit my lip and moved on.
Just recently, through work, I met the owner of that agency and was asked to meet at their offices. Walking in you could feel the unhappiness in the air. One-on-one, the owner told me how he is not sure why after so long (almost 30 years!!!) he is losing business.
I asked 2 questions:
1. Are you happy coming to work in the morning?
And 2. How do you see your customers?
The answer to 1 was “ehh…not so much anymore. I am tired fighting the battle” and to 2 he said: ”our customers have always said we are their best supplier”.
You see, if you accept yourself as a supplier this is how your customers will see you as well and a business like travel agency, where you interact personally with the customer on a regular basis you simply cannot afford being a supplier. Aim to be a true partner. Otherwise you get into a constant battle that will eventually wear you out and get you….well...tired of the battle!
DO the quarterback! Do it now! And answer the question – is it a partnership or a suppliership?
Oh, and make sure you come happy to work!
I know I do!!
