The other day, I heard about a guy who works for a company who yell at him for caring too much about customers. Apparently it detracts too much from the bottom line and he is actively DISCOURAGED from providing exceptional service.
These days, we all hear about companies cutting costs through mass redundancies. I’ve heard of several people who have spent weeks or even months waiting anxiously to find out whether their job will still exist tomorrow. Others arrive at a meeting one day to find it’s simply gone.
It occured to me that these are not the type of stories we should be hearing at the moment.
I’m not sure what kind of bubble people have been living in. It was less than 30 years ago that NZ faced these sort of woes and yet, in the past few years people have been acting like the economy is infallible. Now the money is drying up, they are making dumb, short term decisions in a desperate attempt to save money.
Yes there is a recession on and yes, we’ve all been stupid with our money in the past few years. But people who panic now are forgetting that all a business is at the end of the day is the people who work in it and the people who buy from it.
If you don’t have customers, you don’t have revenue. It’s as simple as that. Far from trying to stop your employees make your customers super happy, you should be encouraging it!
At the same time, if you don’t treat your staff like they are valued members of the company, and involve them in the cost cutting techniques (i.e reducing hours and therefore redundancies), then you can’t expect them to go the extra mile for you while things are tough.
I may be proven wrong, but I still believe that the companies who are struggling the most at the moment, are those who have lost touch with their markets and employees, and the good times enabled them to cover it up. Yes it’s time for cost cutting, but you should be addressing the fundamentals of your business rather than freaking out.