Everyone has an employer. There is a common misperception that "Be-Your-Own-Boss (BYOB)" means doing your own thing and not being accountable to a higher authority. However, this is simply not true!
We all love the idea of escaping the corporate paradigm or blue-collar killer known as a J.O.B., which in entrepreneurial terms means "Just-Over-Broke!"
But, who is the boss of the CEO? Who employs the self-employed? Who makes the rules when you are the top of the corporate ladder?
The answer is simple. Customers a.k.a. Clients, Consumers, Patients, Passengers, etc. (depending on what you call them in your industry) are the boss of everybody in your organization - including you!
No matter what company you work for or whose name is on the CEO doorplate, customers ARE in charge of your paycheck!
This is a common misnomer in light of the fact most CEOs make the big bucks while the rest of us minions do their bidding. However, if you have ever been a CEO or self-employed business owner, you quickly learn that sometimes being the minion is much more satisfying.
With big pay, big titles, and big positions, comes bigger responsibilities and liabilities!
The bottom line comes down to customer satisfaction. Without customers, EVERY business is destined to fail. And many have!
Customers are your employer at all levels. There is an old saying, "the customer is always right," and although I don't fully agree with that, there is truth to the statement. Not all customers are worth having, just the same as not all employees are worth what they are paid, and both can be terminated.
But, we should never forget that customers are the ones who sign our paychecks at the end of the day. Greater sales, greater service, and greater quality products are what keep customers coming back. And when they become repeat customers, everyone benefits first and foremost by having a JOB. Simply put, companies fold and people are laid-off when customers stop buying the product or services.
This always proposes a challenge for the executives or owners of the business because they have to continually pay attention to what the customer wants and needs, and try to be competitive in their industry so they can survive and thrive no matter what happens to the economy.
The common mistake companies make in their new employee training programs is not fully engaging employees in understanding who their boss really is. We preach and teach about offering good customer service, a high-quality product, and the importance of the presentation to a potential customer, often tooting our own horn about how great our company is. Meanwhile the employee is simply thinking to themselves, "When do I get paid and when is my first raise," because they are simply trying to make a paycheck and survive. They rarely care about your product, service, or company.
That is because they were not taught correctly.
Customer service training should always focus on the customer as their employer, and your product or service as the tool or vehicle to help your employees make a paycheck.
When you paint the picture with this type of mindset, employees will be more apt to see the vision of the organization and become more engaged as a team member because they will take ownership. It won't be just about making their boss money and lining his/her pocket, but seeing the benefit to themselves.
The GET REAL truth is business owners are the only ones passionate about their product or service. Employees are passionate about making a paycheck. Customers are passionate about making their lives easier. When you speak the language each one understands, you will meld together an unstoppable sales force of repeat customers who generate new customers by word-of-mouth, staff who have skin in the game and serve with passion, and owner employers who create more jobs and offer better benefits as the demand grows!
If you are a small business owner, non-profit organization or company of any size, we can help you with various training programs customized for every industry. Give us a call at 321-529-2700 or email us at firstname.lastname@example.org to inquire.