02 Sep 2020
My final article on our five company values and what they mean to me. I have covered off Passion, Team Spirit, Entrepreneurship and Responsibility in previous articles, leaving Customer Focus as the final addition.
Whilst each of our company values is equally important and many are interdependent of one another, Customer Focus is the one that is probably more evident to us on a daily basis. We recognise and truly value the importance of our customers! Being a recruitment company we have two customer sets – Candidates and Clients. Or do we….?
In actual fact I believe we have multiple sets of customers, it all depends how we think about and define our customers. For example we have our internal customers; colleagues, different industry teams internally, our payroll team, Credit Control, Compliance, HR and the list goes on. We have suppliers, personally I would not treat them any differently to a customer?
In my opinion we are all customers of one another’s behaviour and attitude. Each interaction we have with every person throughout the day is an opportunity for us to demonstrate ‘Customer Focus’. Whilst they may not be a customer in the traditional definition of the word; ‘a person that buys goods or a service’, every single human interaction is an opportunity for us to make a difference.
The world is turned on its head at the moment, people (customers) are experiencing things they have never had to experience before, there is no handbook (yet!) on how to survive a global pandemic whether that be for us employees, business leaders, colleagues, parents or customers. The one thing we can be sure of though is that what will help us get through this is if we all demonstrate ‘Customer Focus’ to everyone we meet.
We have clients that are having to come to terms with their businesses being decimated, genuinely having to look at years of hard work melting away like one of Salvador Dali’s ‘melting watch paintings. We have friends and colleagues who have been made redundant and the strong likelihood that there will be more, not to mention the day-to-day trials and challenges life throws at us each day.
Customer Focus for me is all of values rolled in to one; it is Passion, it is Entrepreneurship, Team Spirit and Responsibility. It is the core of what we do every day, as it should be. Are we perfect, do we always get it right? Of course not, we are human beings, however it is something we measure and acknowledge internally and something we strive to constantly deliver.
The definition of Customer Focus according to the Business Dictionary; The orientation of an organisation toward serving its clients' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first. Also, having a customer focus usually includes maintaining an effective customer relations and service program.
My belief is that ‘Customer Focus’ is for me and each of our employees is at the forefront of everything we do.