Doing Business by the Good Book Ch 13

Customer-Driven Company Culture

• Golden Rule principle is core value, treating employees and customers alike.
• Employees are viewed as customers within the organization.
• CEO views every employee as a customer to be served.
• Every role, from receptionist to dock loader, is relevant to customer service.
• Open communication is crucial; all doors are open to employees, customers, and vendors, including the CEO's.

Vendor Partnerships

• Valued partnerships with vendors are essential to the business.
• Partnerships are seen as cherished relationships, potentially profitable for both parties.
• Employees are company ambassadors; critical for customer interaction.
• A customer's image of the company often depends on the impression of a single encounter with an employee - good or bad.

Employee as Representatives

• Employees, especially those with direct customer interaction, represent the entire company.
• Examples include greeters in large retail chains and sales representatives in insurance companies.

Important Customer Relationships

• Personal relationships with customers are stressed – showing appreciation is key
• Direct contact with vendors and customers is vital;
• CEO actively visits major customers.
• Customer loyalty is essential and nurtured through consistent appreciation, regardless of relationship longevity. Concern for customers' needs and well-being, not profit, are driving forces.

Customer Loyalty & Rewards

• Customer loyalty brings substantial rewards – repeat orders, referrals, and positive word-of-mouth.
• Satisfied customers are best salespeople; good soil yields abundant harvests.
• Company has seen significant growth as a result of its customer-centric approach.