Alan Weiss’s Monday Morning Memo® – 11/05/18
My agent is selling one of my new book ideas with the working title, It’s the Customer, Stupid.
I recently called the police department in Providence to find someone and received very courteous help. I called the deputy jury commissioner about being asked to serve on a grand jury and received very courteous help. I went to the local Dunkin’ Donuts and (again) when I got home, the order wasn’t correct.
The Dunkin’ Donuts owner here has also banned employees from providing free, broken donuts or biscuits to dogs in the cars because he claimed to be “losing his shirt.” This is why small businesses don’t make it even in a roaring economy. The owners hire poorly and cheaply, don’t train well, and don’t give a rap about customers.
When government employees are treating people like customers and business owners are treating people like criminals, you know you’re in Bizarro World.
It’s the customer, stupid.
The ability to find a customer, sell your product or service to that customer, and satisfy the customer so that he buys from you again should be the central focus of all entrepreneurial activity. —Brian Tracey