Founder and CEO of ERG Enterprises, a nationally recognized thought leader on entrepreneurship, investing, and leadership, shares valuable insights on the balance between customers and employees in a successful business. While the age-old debate of who should come first, customers or employees, has persisted, the author believes that both should be a priority in order to achieve growth.
Drawing from his nearly three decades of experience as an entrepreneur and private investor, the author emphasizes the importance of placing equal value on customers and employees in a business. He believes that success lies in championing a customer- and employee-first approach, where the needs and interests of both stakeholders are aligned to maximize value for all parties involved.
To achieve this balance, the author shares three key practices that have enabled his business to thrive across multiple industries and business units. The first practice involves building reliable and repeatable workflows, which provide structure and foundation for teams to consistently deliver quality outcomes. By deconstructing offerings, optimizing workflows, and periodically revisiting them, businesses can ensure efficiency and quality in their operations.
Another key practice highlighted by the author is treating employees well, as customer service excellence begins with employee service excellence. By giving employees autonomy, reinforcing a sense of purpose, and holding them accountable, businesses can attract and retain top talent and create a positive work environment. Additionally, striving for continuous improvement while celebrating wins helps maintain sustainable growth and keeps teams motivated.
In conclusion, the author emphasizes the importance of putting customers and employees first in a business. By adopting the three practices outlined in the article, businesses can improve customer and employee satisfaction, leading to overall success and sustainable growth. Success is not a zero-sum game but rather a question of abundance, where providing value to both customers and employees is key to achieving long-term success in the business world.
