27 Jun How to f*ck your customers and still get promoted
Here is the quick recipe in 7 steps:
For the love of the promotion:
1) Follow the company’s procedures
2) Please your boss
3) Be a political savvy
4) Do not step out of your authority level
5) Make yourself visible to higher levels
6) Put your company before your customer
7) Help your superiors get their bonuses
For the love of the customer:
1) Follow the customer’s requirements
2) Please your customer
3) Stay out of office politics
4) Step out of your authority level when the situation demands to assist the customer
5) Make yourself visible to the customer, always
6) Put your customer before your company
7) Help your customers meet their targets
Fear of the boss is still the greatest motivator in the corporate environment. You can find it at all levels and at any encounter.
People don’t fear customers because the customers are the ones who pay the salary. You can never be affraid of someone who actually wants to put money in your pocket.
An airplane is very similar to a company. There are rules you have to follow – no smoking, use of toilets, fasten the seatbelts, carry-on luggage – and there are values you need to embrace – teamwork, respect your neighbours, be correct and get into your seat number.
There are lots of similitudes, however the missing thing to most of the corporations is the Emergency Exit instructions.
The difference between GenX-ers and Millennials is that the latter don’t take BS anymore. And this is good. This is what we, the GenX-ers, should expect to happen and be happy about it if we want to save our business.
Millennials want clear and crisp instruction of what is expected of them and the Emergency Exit information on how to best serve a customer when procedures agglomerate. That’s all.
They don’t deal with psychological fear because they don’t fear the boss. The new agile structures are rejecting the psychological fear from the Millennials’ minds.
People fear change because change is imposed. People love adaptation because the need is there and it comes naturally.
People are not afraid to change, they are afraid to be changed. Adaptation means to change, and not to be changed.
If we want to survive, we need to bring the Millennials to the table. We need to experiment on them all the tools we’ve known for far too long and see what’s attracting them and what’s not. By the end of this excercise we should be able to let go of the things that don’t work and start doing things that really work. That’s adaptation.
A customer centric organization is all we dream about. But when it comes to internal customers, to our teams, we fail to treat them right.
You will never be fired if you help your customers. And for helping your customers you have to pull the lever of the Emergency Exit door to escape the company’s procedures and save the customer.
Adapt or die. Help the customer or satisfy the procedures. Make money or follow the rules. It’s all up to you. But customers never forget what choice you’ve made.
And if the saying goes that you cannot have your cake and eat it too, let it be your employer who suffers. Suffering makes better employers. And as long as you are OK with your customers you will be in the right position to find a new and better job to serve them further.
If there’d be one to fire you, let that be your boss. Never your customer.
Or, you may choose to be promoted and f*ck the customer.