Management, Human Resources, and Life in a Customer Focused World

You.

That’s the premise that the writer of Purpose Built has in one of his blog posts.

There’s a line in the post that strikes completely true. It has held true at the majority of the companies that I have worked for, interviewed at, consulted with, and talked to over the phone.

“I don’t engage with customers that is the (insert department name here) problem.”

On the face of things, this isn’t a huge issue. You support the networks. You fix bugs. You manufacture the products. You . That’s what the Customer Service department is for! That’s what the Call Center is for! That’s what … the “chosen ones” are for.

The problem with this attitude and perception is that organizations who view things this way take a very narrow focus on things. Everything thing that you do “directly impacts their opinion and experience with the company.” (taken from the same blog). I love it. It’s simple, yet truthful. Your network keeps the customer’s up and running; your bugs prevent the customers from having a perfect experience; your product is what the customers buy; etc etc and … etc.

You.

Did you know that?