How much time do you actually have dedicated to your customers this week?
Time at work, between company – oriented and customer- oriented approaches.
Let’s assume that, reached Friday, we can calculate the classic 40 working hours (we are aware that for the most of you this number is very low…). Enjoy yourselves in “estimating” how many hours you actually have worked for the one who is really paying your salary: the customer!
Have a look to this pundulum:
Your job fluctuates from activities oriented to solve problems (or bring benefits) to your company to tasks oriented to bring benefits to your clients, offering them a superior customer experience consistent with the promises of your company.
Please, take a look back to your weekly agenda, consider conferences, meetings, business trips, “study” activities, wastes of time, conflicts between colleagues, breakdowns, opportunities… Yes, an overall view even if superficial.
How many hours do you actually have dedicated to your concrete customer? (Or, at least, to your internal client?). Of course, those of you who are particularly brilliant, can say that their job is not measured in hours. They might claim that in that particular “half – hour” dedicated to their customer, they reached an important turnaround: you are probably right.
Some people might claim that, working mainly for their organizations, “de facto” they indirectly benefit their final customer: of course…
Others, who have not read yet the article “Six Degrees and Customer – Centric Organizations”, might underline that many internal and “organizational” clients separates them from the final customer: objection sustained…
Everything is legitimate, but…
HOW MANY HOURS, OUT OF FOURTY, DO YOU ACTUALLY HAVE DEDICATED TO YOUR REAL CUSTOMER THIS WEEK?