I have written many posts about financial management, business philosphies, strategy, and operational processes. I have emphasized that the responsibility of management is to create value for its owners. However, in all these ramblings, I might have skipped over the most important part of the business: its customers.
Shame on me.
For a business to thrive, its customers must be enamoured with the service they receive. This is the foundation for all that follows. When customers are pleased, employees are proud. Satisfied customers and proud employees increase the likelihood of delivering appropriate financial results. Financial strength leads to growth, promotion opportunities, and compensation increases.
Again, all of this starts with customers. More specifically, it starts with existing customers being tickled pink with the service they receive.
For the most part, I believe my companies are viewed positively by their customers. However, I know there are gaps in certain areas. I don’t think this is the forum for discussing the gaps but I want to emphasize the following:
1) To our customers: if you are dissatisfied with the service we are providing, please shoot me an email and I will make sure we attend to it.
2) To our employees: if you don’t think we are providing excellent service in certain areas, please speak up. Don’t hesitate to let me know. I expect this of you. We need to set a high bar for ourselves and then meet it. Our management team will value getting unfiltered feedback from employees on this topic–it will help us shore up those areas that we might be coming up short.
I want to repeat the primary message. A business can only be great if its existing customers are enomoured with the service they receive. For Zayo and Envysion, anything short of this expectation should not be tolerated.
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