How well do YOU serve the internal customer?
How many times have you heard that you MUST service the customers? How many customer service workshops or seminars have you had to endure? I can feel and hear your yawns from here!
But it took my own reading and learning to find out about servicing the internal customer, and more importantly who they actually were. So this post is intended to attempt to show who the 5 sets of internal customers are that you deal with, nearly at least, every day.
And yes, I said 5 sets of customers within your business that are internal customers. You’re probably wondering who they are and why there are that many sets that you have to deal with every single day at work and sometimes away from.
It’s never the easiest thing to do. We have a tendency to forget about these people as customers, but they are just as necessary to service as your external customers that pay you for your product or service.
And even more confusing is the fact that some of them are both internal AND external! And after I’m done, I have no doubt you’ll say to yourself ‘I knew that’, but you just didn’t think of it that way.
Client or customer.
Depending on where you work, these can be considered an internal customer as well as an external. If you don’t keep this group happy, you won’t be in business for long.
And especially depending on the service you offer they have to stay happy and satisfied. With retail and wholesale, it may not be so hard. But if you offer a service, then the criteria are very subjective and their satisfaction is not necessarily objective.
And they can be both internal and external. You may ask how that’s possible and it’s simple. If you are a contract worker i.e. security officer at a client facility you need to treat them as both. Usually if you’re a contractor and you work at a client facility exclusively, or close to it, then you need to think about them as such.
your client/customer employees
Yes their employees. If you make the customer happy that’s fine, but if their employees aren’t happy with you – whether it’s your fault or theirs, it doesn’t matter.
In security you have to follow the client’s rules, policies, & procedures. That almost immediately, puts you into conflict with the employees. It’s a fine line to walk, but you have to do what you can to keep them happy and enforce whatever it is the client wants.
Oh, them. It is vitally important that you keep your vendors and delivery people happy as well and service them just as well as you do anyone else. Happy and satisfied as well. Again, they will also be a combination of internal and external customers.
If you are satisfying their needs of being an internal customer, as well as external, then you can be assured that you will more than likely get better cooperation from them. These people may be employees of the client or actually maybe external.
If you don’t care about your co-workers, then who will. You don’t have to be best buds with them, but you do have to satisfy their needs and help them get off on the right foot. Whether they are relieving you for a shift or they expect you to complete a chore so they can get theirs done doesn’t matter.
These people depend on YOU to take care of them. They depend on you to do your job and do it right. They depend on you to get things accomplished.
And if you just stop and think about how many of them there are… For example in a hospital; housekeeping, nursing staff, doctors, radiology, surgery, dietary, security, admitting, emergency room, and …should I really keep going?
So now we come to the last set of people, actually one person that you have to satisfy on a daily basis. It’s easily the most overlooked and ignored group on the list. Yourself! If you don’t service yourself and keep yourself happy you can’t keep anyone else happy and working towards the ultimate goal, which is of course to grow the business and the company to be successful.
And it doesn’t matter if you own the company, even a sole proprietorship or just work for it. If you don’t satisfy these different sets of customers, then your business/company is lost. It will circle the drain and go down where the coffee grounds go. The sewer.
Take care of these customers/clients and you’ll be ahead of the game no matter what business you’re in. It can be retail, wholesale, a warehouse, service, or even, heaven forbid they think about this, governmental agency.
Robert D. Sollars is a recognized expert on workplace violence prevention and other security issues. With numerous interviews, blogs, articles, and 2 books he has proven himself in the security arena for more than 31 years, and 23 studying workplace violence issues.
His latest book ‘one is too Many: Recognizing & Preventing Workplace violence is available for numerous e-book formats. It helps all organizations to reduce their risk and limit their liability of an incident. And it does this by breaking the rules in several ways, as well as following conventional wisdom in others.
He utilizes his years of field knowledge to give real life examples of incidents pulled from both his own experiences and the news headlines. Contact him at 480-251-5197 or Visit his Facebook page http://www.facebook.com/oneistoomany, Here you will see and read about other items related to WPV/SV as well as incidents you may not have heard or thought about.