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My company recently celebrated its two year anniversary – 24 months in which we hit our goals much further than I thought was possible when I founded the company in the midst of the pandemic in July 2020. My partners and I took a risk, but from the start we had we have a clear picture of our values, priorities and goals. This clear direction has contributed greatly to our success, especially our fundamental belief that people always come first.
Not only did we believe it was the right thing to do, but we also knew that when you sell a business service, a people-centric strategy improves your offering from the get-go. Essentially, we are selling the skills, expertise and time of our team members.
It is therefore obvious that when you have a service offer, you must work on your own site where people are central. Your employees are essentially your ‘product’. It’s their effort that helps you build trusting relationships, meet the specific needs of each project, and prioritize every aspect of customer service. These practices within a company are essential to your success, so keeping your team motivated, engaged and satisfied is critical.
Our team is ten times larger than when we started, and I know that the well-being of every member affects our business. We begin with an attitude of trust, empowering each person to do the work they are hired to do for the greater good of the company as a whole. Every business should do this at the very least these days, while prioritizing flexibility, work-life balance, and multiple communication streams to stay connected. This creates a collaborative culture and also better meets the demands of today’s workforce.
Providing opportunities for further career education and skills training is also critical, especially when it comes to providing that layer of expertise around your service offerings. While your specific strategies may vary based on the size and structure of your business, these are some basics every leader should keep in mind.
However, it is not just the internal public that should fall under the human umbrella. Of course, your customers should also be an important part of this strategy. By taking the time to understand what each of your customers needs, and acting as an extension of their team, you can significantly improve your offering. This means you’re nimble enough to turn based on the unique situation, timing, results and more – and have enough knowledge to recommend and execute more effective, efficient approaches.
I’ve found that this approach to customer relationships can contribute significantly to your success. Keep a close eye on customer feedback and satisfaction and make sure you deliver consistent service. When you hear “Easy to work with,” “Good attitude,” and “They know exactly what they’re doing” about your team, you know you’re doing something right.
Whatever type of business you have, a people-centric strategy can go a long way toward contributing to your overall success, from retaining employees to achieving revenue goals. This isn’t just some abstract advice: I’ve seen it at work in my company for the past two years.