Your number one priority in business should be revenue growth through excellence in product and service. Most think the priority is to make a profit, but money that does not hit the top line has no opportunity to ever hit the bottom line.
The service-profit chain gives us the logic of how to grow the top line through excellence. If you want to grow your top line, you have to impress the socks off your customers by having the right product, in the right place, at the right time, at the right price, with service that shows you respect them and truly value their business.
If your employees are not delighting your customers, then your customers are not being delighted – expect maybe by your competition’s employees. Your job is to partner with your employees to design the systems that enable your employees to provide truly impressive products and services.
If you think your employees can impress your customers when they are disgusted with you, then you are living in La La Land. I can always tell when I am getting service from an employee that hates their leadership and their job.
If you want to grow your top line, the single most important thing you need to do on a daily basis is impress the socks off your employees.