Comments

Tom

This is totally 'misguided stuff'... Most of the stuff in this presentation was the brunt of a brilliant episode of Yes Minister! The Minister is touring a brand new hospital - he is told about the 100% efficiency and effectiveness of the staff, technology, etc. This hospital is clearly a showpiece - it is EXCELLENT in every way. Then the Minister asks the critical question "where are all the patients (customers)?" He is told there are none - they would simply get in the way and foul everything up!

Richard.

Posted by Richard Lipscombe at May 8, 2008 7:41 PM

The late lamented Paul Eddington - superb as Jim Hacker, Prime Minister in the classic ‘Yes Minister’ series subsequently re-titled ‘Yes Prime Minister’ when Jim was promoted. Perhaps one of our greatest ever TV comedy exports from Britain.

Richard - I love Tom's presentation.

I agree that in a 1 person business, the customer must come first, (see subsequent qualification of that statement) I would argue that in ANY organisation employing more than 1 person the employees MUST come even more first.

Having now reflected ..... I would say that even in a 1 person business – such as my own - that 1 person must FIRST of all look in the mirror critically BEFORE talking to the customer in order to examine one’s own principles, prejudices and values. Sure as hell the customer will see straight away through bullshit if we don't show the necessary integrity. Good discussion – happy Friday from Shakespeare’s county! :- )

Posted by Trevor Gay at May 9, 2008 4:46 AM

Trevor... I remember a story about 'the big fella' way back when he was Prime Minister of Australia. He was in hospital after major back surgery where he was watching a very funny episode of Yes Prime Minister! with some Cabinet colleagues... He found the whole thing such 'a hoot' because they were all laughing BUT they were all laughing at different bits of it...

We all see different things in any workplace - it has to do with our values, experiences, points of view, gender, ideologies, etc... I believe that YOU really love this presentation..

Richard...

Posted by Richard Lipscombe at May 9, 2008 6:21 AM

Tom, I love ya, man, but I gave up after about the seventh slide. Too many words.

However, I do agree with your basic proposition that employees come first and customers second. You can't have it any other way. Happy employees make happy customers.

I'll be reading...

Glenn

Posted by Glenn at May 11, 2008 9:06 PM