“Exceptional customer service requires exceptional service to internal customers; each of us is an internal customer to the other”

On a daily basis I have the pleasure of working with a team that is made up of individuals who are fanatical about serving our customers.   So much so that it is easy to create high levels of internal pressure at times when our growth rate is at its highest.   The proudest moments are when we acknowledge that the internal pressure is coming from the shared commitment we have to serve our customers.  Self-awareness, honesty, good relationships (which are required for the first two) and open transparency allow organizations to  drive directly towards correcting issues and minimizing drama.   The issue can never be about anything else – because everything else is an infection.

With growth comes challenges.  The job of our leaders is to overcome those challenges and never let the mission to serve the customer (which means effectively serving one another) become blurred.

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