Focus on the customers and the results will follow, not the other way round.

The first step in customer service excellence is developing and ruthlessly sticking to a ‘Customer Focused Mission’.

In order to develop a ‘Customer Focused Mission’ (‘CFM’) you need to ensure all stakeholders, and all policies, procedures and behaviour, without exception, are aligned around the ‘Customer Focused Vision’.

And the ‘Customer Focused Vision’ should be something like:

    “The only way we’ll succeed is if we delight the customer consistently and excellently. The only way we’ll do this is by having the guts and passion to do what’s best for the customer at all times …even if it may conflict with short term goals.”

Focus on the customers and the results will follow, not the other way round.

As usual, it’s simple to understand, but hard to do. This is because:

   1. Managers and leaders have grand ideas, and often think it’s their job to ‘tell everyone’ what the ‘Mission’ is. It isn’t, it’s EVERYONE’s responsibility to obsessively ask their customers, and each other, what they think this is, and thereby ‘discover’ it.

   2. Most ‘Missions’ mean nothing, they’re just grand platitudes. So ‘Missions’ have a bad name for a good reason. But our research shows that you have to get this first step right in order to get everything else right.

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