Bigger company <> Happy Staff <> Happy Customers
To clarify, my posting is about whether a bigger company means happier staff and happier customers.
I know it's obvious, but the answer is no. It doesn't even mean happier shareholders and executives.
We grew pretty rapidly over FY07-08 and took on more customers and in turn more staff, and obviously our revenues and profits grew also, but if you ask staff and customers - were they happy with Unique World? Or "happier" with Unique World than previous years, the answer was more than likely No. I didn't ask them but I could certainly guess.
On the other hand, take the current times for example. Yes we have contracted and gotten a little smaller, but the engagement with staff has improved (still not perfect) and so has our relationship with customers. Actually the feedback from customers is very positive, so much so, that I cannot remember having so many satisfied customers with so few unsatisfied customers. There would always be a handful of challenged projects that needed constant management, but we have very few at the moment.
Maybe its us, the customers, the market, probably a combination - but one thing is for sure I am a lot happier now (yes its a challenging time and not easy) than I think I was 12 months ago. Of course the numbers were better then, but many things around me were a struggle.
Although the next 12 months are going to be an enormous challenge with the whole GFC, I think that if we stick to our guns, remain focussed and nimble, we will succeed and have very happy staff and customers at the same time.
Just ask Eddy Groves what he have rathered...
posted by Eddie Geller at 9:53 PM
1 Comments:
Eddie, it does seem logical that a bigger company doesn't necessarily mean happier staff or customers.
However, if there is one thing I've learned in my career, is to "never assume". Common sense is not very common (apparently ;) and I've learned to simply ask the question.
Many CEOs fall into the trap of thinking they KNOW what their staff and customers are thinking. In many cases it can't be further than the truth. Just look at the collapse of world giants - GM for example.
When you get to a CEO position, you're already an established business leader, wise and well connected, but one thing that title doesn't give you - the ability to read minds.
Anonymous survey among staff will reveal some truths, as well as a well thought through customer survey.
Keep up the good work!
Raz
Tuesday, June 09, 2009 10:12:00 AM
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