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May 05, 2005

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I've made it a basic principle of management for my company...if the person talking to the customer can't fix the problem, then the problem won't get fixed...at least not correctly.

The customer is the reason what I do is a "business" instead of a "hobby". Anyone whose job includes talking with the customer has the capacity to put me on the road to bankruptcy. It goes without saying that this means I should hire the best available people for those roles (and a lot of businesses have, to their credit, learned that lesson in recent years), but perhaps it needs to be said explicitly that I should do whatever is in my power to give those people the tools and authority they need to make (and keep) the customer happy. Precious few businesses have learned _that_ lesson, despite its apparent value as a source of differentiation in almost any crowded market.

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