Izzy Green

Employees vs Customers – Who Should The Boss Focus On?

My philosophy always was that a boss’s main focus should be his employees and not the customers.

One of my most famous quotes is “An employee-focused boss, creates customer-focused employees.” I was quoted on this topic in many interviews.

In addition my partner Sol and I believe that not all business is good for business, and there are some customers that you have to let go, or not take them on in the first place. We had to let go 3 very big clients in the past 6 months because they were keeping back the whole company from growing.

When you are new in business, you want to get every piece of business you can put your hands on. As you grow, make sure to pick out those bad apples that are holding back the good ones from blossoming.

When letting a costumer go, the most important thing to focus on is damage control. Make sure that he leaves in peace and will not cause any damage to your company in the future. Here is what you tell that customer; it’s been a wonderful journey together, and I appreciate all the business we did together. I believe that I’m the best at what I do and for some reason you feel that I didn’t live up to your expectations. I only want to be the BEST, therefore I think the competition might be a better fit for you and we can stay friends.

A friend of mine shared with me the following article which backs up the above points. Alexander Kjerulf wrote Top 5 Reasons Why ‘The Customer Is Always Right’ Is Wrong  in The Huffington Post.

In his article he brings out 5 important points why pushing employees to the back is wrong.

  1. It Makes Employees Unhappy
  2. It Gives Abrasive Customers an Unfair Advantage
  3. Some Customers Are Bad for Business
  4. It Results in Worse Customer Service
  5. Some Customers Are Just Plain Wrong

Read his article and let me know your thoughts in the comments.

2 Responses

  1. Ben Glancz
    Ben Glancz April 25, 2014 at 4:56 pm |

    I strongly agree. I myself have made companies (Chase, Unites Airlines, Lexus, Etc) change rules, and lecture employees on minimums. I wanted things my way, so I begged and blogged and it worked. They were more concerned about me, One Consumer, over any of their 1,000’s of employees.

    Reply
  2. Yisroel Mannes
    Yisroel Mannes May 2, 2014 at 2:00 pm |

    I love this quote “An employee-focused boss, creates customer-focused employees.”, how true…

    Reply

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