The Forgotten Customer:
A Life Threatening Mistake

"When service companies put employees and customers first, a radical shift occurs in the way they manage and measure success."

- Harvard Business Review

"The way we treat those who work for us has everything to do with how they work for us."

-Harvey Mackay, Author & Owner of Mackay Envelope Corporation

"Put your front line people first, if you're serious about putting your customers first."

- Tom Peters, Author & Consultant

"Of course our clients are the reason for our existence as a company, but to serve our clients best we have to put out people first."
- Hal F. Rosenbluth in "The Customer Comes Second"

Everywhere you look today there are articles and books telling us to put the customer first. It's the concept at the very foundation of all successful businesses. However, if you really study what is happening in the most successful organizations you will find they do a lot more than put the customer above all else.

Research has proven that there is a strong relationship between profitability, customer loyalty and employee satisfaction, loyalty, and productivity. There is such a strong relationship between all of these factors that a chain reaction actually occurs when any one of the elements are not given the full attention of the organization. This chain of events has been called the "Service-Profit Chain" in an article that appeared in Harvard Business Review and should be the center of management concern.

Profit and growth come from being able to develop loyal customers. Satisfying customer's needs develops loyalty. The level of service a customer or client receives from an organizations employee(s) largely influences satisfaction. Employees will deliver a higher level of service when they are well trained, have effective system of support, work together as a team, and they are happy. The heart of every Service-Profit chain is the person dealing with the customer.

This presentation will define the Service-Profit Chain and suggest specific actions that will build a strong heart for your chain. It will provide you with proven techniques to find, train, support and keep the kind of employees that can help your organization on it's quest for long-term customer loyalty and profitability. . (Presentation time: 1-hour to 2-hours)

 
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