Heart of the Customer
by Jeff Conley

We get so wrapped up in our daily operations at work, that we forget about how our customers feel. Remember, it doesn't matter how well we think we're doing. The customer's vote is the only one that counts. One primary critical success factor for businesses is their ability to stay close to their customers by knowing, "The Heart of the Customer."

Print off the assessment below and rate your organization from 1-10 with 1 meaning, "Duh, we don't have a clue" and 10 meaning, "Wow, we're the envy of our industry."

All our people are treated with respect.
1 2 3 4 5 6 7 8 9 10

We are equipped to exceed expectations.
1 2 3 4 5 6 7 8 9 10

We are encouraged to make quick decisions that solve customer problems.
1 2 3 4 5 6 7 8 9 10

We are encouraged to go the "Extra Mile" with our customers.
1 2 3 4 5 6 7 8 9 10

I'm pleased with my level of involvement in decisions regarding my work.
1 2 3 4 5 6 7 8 9 10

We encourage customer complaints.
1 2 3 4 5 6 7 8 9 10

We listen for understanding and resolve all customer complaints.
1 2 3 4 5 6 7 8 9 10

We co-operate internally to reach our shared vision.
1 2 3 4 5 6 7 8 9 10

We encourage and implement innovative ideas.
1 2 3 4 5 6 7 8 9 10

I have a lot of fun at work.
1 2 3 4 5 6 7 8 9 10

During a day off, I can rest without being restless.
1 2 3 4 5 6 7 8 9 10

Our customers are happy because they feel our problem resolution cycle is fast.
1 2 3 4 5 6 7 8 9 10

I take time to think proactively each day.
1 2 3 4 5 6 7 8 9 10

I usually laugh out loud every day.
1 2 3 4 5 6 7 8 9 10

Our actions demonstrate that we value continuous improvement.
1 2 3 4 5 6 7 8 9 10

Sr. leadership frequently has direct contact with customers.
1 2 3 4 5 6 7 8 9 10

I feel what I do makes a difference at work.
1 2 3 4 5 6 7 8 9 10

Our customers trust that our solutions are in their best interests.
1 2 3 4 5 6 7 8 9 10

I am happy.
1 2 3 4 5 6 7 8 9 10

Our customers perceive us as business partners.
1 2 3 4 5 6 7 8 9 10

Our workplace has visible reminders of the customer's perspective.
1 2 3 4 5 6 7 8 9 10

Our customers feel we understand their definition of quality.
1 2 3 4 5 6 7 8 9 10

Everyone who works with customers gets to meet customers.
1 2 3 4 5 6 7 8 9 10

We are willing and eager to solve problems for our customers.
1 2 3 4 5 6 7 8 9 10

We regularly ask customers for feedback on our performance.
1 2 3 4 5 6 7 8 9 10

Our customers think we are easy to work with.
1 2 3 4 5 6 7 8 9 10

We know what our customers value most about our products and services.
1 2 3 4 5 6 7 8 9 10

Everyone on our team knows our company's vision by heart.
1 2 3 4 5 6 7 8 9 10

You can't move up in this company without a 100% commitment to the customer.
1 2 3 4 5 6 7 8 9 10

Meeting customer needs are a higher priority than meeting internal needs.
1 2 3 4 5 6 7 8 9 10

Tally your total score.

If you scored-

225 - 300 Congratulations, you know the heart of your customers. You and those you work with should have quite a sense of accomplishment about what you've done. Way to go!! The next step is to be willing to teach others what you have mastered. Are you ready?

135 - 224 Reveille is blowing, alarm clocks are ringing and this is your wake up call. Go back and highlight all of the items you ranked at 7 or below. If you had fewer than six items identified, you're very close to knowing the Heart of your customer. If you had more than six items, contact me so that together we can make some lasting changes before your customers do.

30 - 134 You feel trapped. Don't give up. Let's go to work and put things back together again with some immediate ways of thinking differently about your company, your customers and your career. We can get started over the phone.

For ideas on implementing these concepts contact Jeff Conley at (972) 242-4300 or email him at jeff@jeffconley.com