“The customer is always right” is a fast-track to commoditizing yourself into a replaceable cog. Do you have the confidence to show your market a better way?
November 15 2018
Some things in a company can’t be measured on a balance sheet:
- Extras for those you serve: An email is more efficient than a letter in the mail. But the mail lets you wrap and send gifts. It’s more work, but the value exceeds the effort.
- Extras for those you serve with: Following the script is more efficient than going the extra mile to make comrades feel special. It’s more work, but the value exceeds the effort.
- Extras for those who didn’t ask: Contributing to a cause that needs help but can’t return the favor has no economic value. It’s more work, but the value exceeds the effort.
Good companies are just groups of people who serve other people, not balance sheets alone.