Weekly       eCoach

BORA Consulting - Consultancy for Entrepreneurs - Ralf Borlinghaus
contact: ralf.borlinghaus@bora-consulting.com, +41 44 58 66 157

So far THE CUSTOMER is the cruel ancient god of our economic cosmos. Since HE has the power the companies try to keep him calm and gentle. HE decides which companies will survive and which do not. HE is almighty since he can spend his blessing to the one and withdraw it from the other company discretionary. THE CUSTOMER is greedy and longs for regular donations: All employees have to sacrifice very most of their time to draw THE CUSTOMER's attention und to keep it. From time to time Companies have to sacrifice even their employees to THE CUSTOMER in order to keep him willing to buy the company's products. THE CUSTOMER is selective and choosy: HE goes only for the most attractive arrangements on the economy's altar. THE CUSTOMER is changeable and unsettled. What HE appreciated yesterday today bores him and is rejected. Yes, there is a big competition between the companies in enjoying THE CUSTOMER's favour leading to reverent und definite customer oriented management and staff.

Shelves of literature are available revealing the secrets of customer satisfaction as the basis for a prosperous and well doing commercial enterprise. Lots of commandments are available, whose application keeps us away from being aware of the needs of all those helping us to fulfil THE CUSTOMER's needs: How can we serve THE CUSTOMER without caring for our colleagues, for our direct reports and team members, for our project staff and our external service providers. The deeper sustainable roots for wealth do not lie in an exclusive customer orientation which just lead to an inhuman economy crushing all internal and external service providers under so called customer service. Moreover, all customer orientation is included in service provider orientation. There is just one commandment of true customer orientation: Treat your service providers in the same way as you want to be treated as their customer and they will do their very best to make you pleasing towards THE CUSTOMER: Be gentle, be fair, be interested, keep your promises, say "thank you".

Your comment is welcome

"Releasing ourselves from the hold of the past is the project of a lifetime."

Timothy Butler   

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