Catching up on my reading this morning, a statement in a recent blog from Seth Godin made me consider how we all approach things. The quote, “It’s possible to create dignity and be successful at the same time. (In fact, that might be the only way to be truly successful.)”
We have commitments which include deadlines and expectations. All too often the premium paid to attain those is detrimental to customer service and long-term success. This is both an organizational and an individual issue. Has the drive to increase profits become so intense that everything else is foregone?
I made a significant commitment late in 2015 to upgrade the technology within our organization. We now have a new server, individual computers running Windows 10 and new software. For many years we have relied on CRM software as the “backbone” of our operations. We upgraded to their newest version. We “bought” what a trusted vendor promoted.
Since then the issues have been rampart. We have difficulty synching data between team members. We cannot handle basic communication using Outlook – one of the most important functions of any CRM. Technical Support is difficult to reach; once connected they try to resolve issues, but have not been successful in doing so.
If the managers of the CRM considers success as the revenue generated from selling the upgrade, then they probably consider themselves successful. On the other hand, if they consider customer service, and delivering what is promised, important, then their success is illusive, if possible at all.
They may be paying the ultimate price for those extra dollars – driving customers away!
This situation has made it very clear how I want to define success. I will deliver a service that exceeds customer expectations. Sure, that doesn’t drive the greatest amount of short-term revenue, but it does create an environment where my clients know they will succeed when they work with us – on any project.
Success to me is not about money but rather about the lasting impact I can make on organizations.
I hope each of you take a few minutes to reaffirm what success is to you, and recommit to staying on that course.