“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”Sam Walton, Founder of Walmart
Over the weekend, I stopped in a store for a treat. I wanted something sweet, yummy and not good for me.
There was one person ahead of me at the checkout counter. Her and the cashier were very talkative…and slow.
It took over 5 minutes to check out, when I should have been in and out in a minute or two. And when I finally tried to pay, I was confronted with an employee who acted like they were doing me a favor.
Not a good experience.
I didn’t say anything. I didn’t want to spend more time finding a manager and sharing.
I simply left.
Not to go back.
Customer lost. Revenue lost.
That’s how quickly it can change, in retail, enterprise, Mom & Pop.
The customer is the boss, like it or not, that’s who I serve. That’s what I expect when I’m the customer.
Am I focused on the customer?
Are my systems focused on the customer?
Are my processes focused on the customer?
Or do I make the customer bend to my systems and processes?
Good questions to consider at the start of the week.
We can assess these questions during an initial consultation. Click here to schedule time to talk. You don’t want to wait until it’s too late.