The Most Important Thing

I’m a little behind in my blog reading (and blog posting) but I ran across an excellent piece today from last month by my buddy Doug Fleener at the Retail Contrarian blog called The Most Important Thing You Do. As Doug so rightly points out, the most important thing you do as a manager is to create the best place to work.

You probably think that customers come first, and you’re right.  But without happy, no make that delighted, employees, your customer’s experience will never be first rate.

I hate to tell a story without proper attribution, but I think this originally came from Steven Covey.  A restaurant owner was asked who was more important, his best customer or his very excellent hostess.  Without hesitation, he answered “the hostess.”

“I can always find another customer, but a well-trained, customer-focused, efficient hostess is worth her weight in gold.”

To quote Doug’s post:

You might have a beautiful store with fabulous products but chances are whatever you sell I can find somewhere else.  It’s the people in your store that make the difference. It’s the people that keep your customers coming back time and again.  The reverse is true, too.  At some stores the reason the customers don’t come back is because of the people.

BTW, a Happy Beleated Birthday, Doug.
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2 Responses

  1. Hi Mike,
    Thank you very much for the birthday wishes and sharing this post. You know I’m still waiting on your birthday post so I can learn even more from you.

    Thanks again.

    Doug Fleener

  2. It’s coming….October 30. Don’t fail to miss it!!

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