Who is Your Customer
I like to ask people sometimes if they know who their customer is, and I get answers all across the spectrum. Some people say, well it’s the person who is buying my products. Others will say it could be anyone. And I agree with you, to an extent. Your customer is that person who’s in front of you at that moment with whom you’re interacting. And so I had an opportunity to ask myself, Nate, who is your customer?
How to Define Your Customer
When I get home at the end of the day, I get to see my most important customers, my wife, and my three kids. And I think to myself, am I for them as a husband and a father, doing everything I can do after I have done what I’m supposed to do. Am I creating great customer experiences for them? When I get to work, I have a different set of customers, I have a leadership team that reports to me. Am I as their leader doing everything I can do after I have done what I’m supposed to do? And then I think about our frontline customer service representatives, my most important customers here at work. Am I for them, doing everything I can do after I’ve done what I’m supposed to do? What that does is it gives me a perspective on the level of effort, ownership, and time that I’ve put into my role as a leader on a daily basis. With the end state goal being, helping them be able to go home and honestly say at the end of the day, I love my job.