Jan 25, 2010
Serving the Customer
It doesn't matter what line of business you are in, if you don't have customers, you don't have a business.
One CEO I know has a plaque on her desk that says: "The Customer isn't an interruption to my work, the Customer is the REASON for my work!". Good to remember that the customer is a part of what we do, not an outsider. They deserve the most courteous, effective, prompt and complete service we can give them. We understand they are the lifeblood of our business.
We at MIPH understand the customers are the most important part of what we do, be they end-user constituents, or funding partners. Customers come to us with needs and wants and it is our job to help them.
I've been inclined to believe customer service is an attitude, not a department and that every single employee needs to own it.
Perhaps the single most endearing feedback we have received is through a stakeholder analysis MIPH had undergone in the past year. There we learned that 100% of the folks interviewed and/or surveyed indicated they would recommend MIPH to a friend or colleague. That is a tribute to our staff, our work and most of all the trust and confidence MIPH has through its customers.
How do you remind yourself and your co-workers of the value and importance of the people you call your customers?
-JJ
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