Who is Your Customer?

Who is Your Customer?

Post from: MAPpingCompanySuccess

http://www.flickr.com/photos/angelaarcher/5166009978/Customer service is a major topic these days (more on the tomorrow); as is employee retention, but do they really have anything in common?


Every manager, from team leader to CEO, is also a customer service manager, because your people are your customers.

That’s right, customers.

More accurately, that makes you an ESM—employee service manager.

Why do you service your people? To

  • help them achieve their full potential;
  • assure high productivity;
  • lower turnover; and
  • create an environment that’s a talent magnet.

How do you service your people? By

  • cultivating the kind of MAP (mindset, attitude, philosophy™) that truly values people and understands how important it is to manifest that;
  • offering high-grade professional challenges to all your people and making sure that they have the resources and all the information necessary to achieve success;
  • fostering fairness so that people know they are evaluated on their merits and favoritism plays no part; and
  • always walking your talk and living up to your commitments.

What’s in it for you?

  • Better reviews, promotions and raises;
  • increased professional development;
  • less turnover and easier staffing; and
  • what goes around comes around—everything that you give your people will come back to you ten-fold!

Flickr image credit: Angela Archer

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Who Is Your Customer?

If you are a leader who is tasked with increasing employee engagement, this is an important question.

I think leaders first need to ask themselves who their customer is.

Leaders in my mind need to see their primary customer as their employees!

Leaders need focus on creating great experiences for their employees while removing obstacles to enable high performance.

Obviously in addition to the focus on employees, it is important to understand what your external customers value as well.

Do you know what your external customers value?

Do you know what your external customers deem important?

When you put your employees in a position to deliver value for your external customers it creates a positive cycle. It will enhance the employee’s esteem and engagement by being able to solve customer problems and respond to customer issues.

And, it will create better service experiences and loyalty with your external customers.  It doesn’t get much better than that!

If you are a manager and you want to know how you are doing with your internal customers, the answer to the following question will give you the insight you need:

Would your employees in your work group recommend coming to work for your organization, your team and specifically you as a leader?

If you want to get resounding yes’ to these three questions it is all about understanding what your customers value, deem important and ensuring you have enabled your team to deliver on that.


Peter Psichogios is the President of CSI International Performance Group whose mission is to help companies create engaging employee and customer experiences.Prior to joining CSI International Peter Psichogios served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard, leading the large-scale E -Learning and employee engagement initiatives. Peter has been fortunate to work with the who’s who of the Fortune 500 and many of the world’s fastest growing companies, helping them deliver innovative learning, engagement and recognition solutions.

You can reach me at: 

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