Some organinizations have made an important discovery. Given a choice between a primary focus on customers and employees, they have decided to emphasize a culture of employees first.
This means that in word and deed, the organizational strategy centers on ways to inspire loyalty, identify, develop and nuture talent, and an environment that recognizes and rewards results. Organizations that have adopted this business model are full of stories of managers and executives who are highly proficient at human relations skills...sometimes at the expense of technical knowledge.
A good question to ask is what is better for business results...technical knowledge or the ability to effectively work with and inspire others? Paraphrasing Jim Collins from Good to Great, first who, then what, meaning what is better for long term success...team members who are highly skilled in technical areas/processes, or team members that are well versed in motivating others by inspiring others?
What happens when things change and specific technical knowledge is no longer needed? ...Or when customer demographics change? Employees who are engaged and appreciated will want to help.
When organizations focus on developing "people skills" strengths of team members AND focusing on employees first, customer satisfaction and repeat business follows.
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Great Post. My recent Sales Advantage Class had a discussion about how we use the Principles to work with each other as co-workers and with the people who support us internally. We came to the conclusion that if we take care of each other, our customers will also be well taken care of.
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