In Search Of Excellence

In Search Of Excellence is a study of America’s top 15 companies, revealing what entrepreneurs should focus on if they want their businesses to thrive.

It’s no secret that focusing on customer satisfaction leads to success in business. But the methods and attitudes it takes to really delight someone with your product or service are a little more mysterious.

Some companies just think of the customer as another annoyance that destroys even the best business plans. But the attitude of service is what’s vital to really thrive in the market. The customer’s desires should be a vital component of every aspect of business, whether it’s marketing, research, or accounting.

One of Peters and Waterman’s top 15 companies was IBM. Their focus on the client was so powerful that it made up for other areas they were lacking in. For example, it’s been decades since IBM was in a top spot within the technology sector. But it’s place as an industry leader remains unchanged due to the company’s focus on service.

At IBM, entry-level staff spend their time resolving complaints of customers within 24 hours each. This policy helps the company focus on people’s needs rather than numbers. It also builds trust with their customers, in addition to providing a way for innovation.

Another of the top 15, Proctor & Gamble, was the very first to have a toll-free number on its products. This move paved the way for most of the product improvements the company made over the next few years.

It’s not just customers that get proper attention in the finest companies, but employees, too. Respect your employees by creating a people-centered working environment. Expect great things from them, and invest your resources in their development. My brother recently got a new job at which he is very well taken care of. At work, there are games for when people feel tired and need a break, which they can take at any time. Management is more concerned about employees getting their work done than them following rigorous schedules and rules. He also noted the fully stocked kitchen and catered lunches twice a week. He also gets a paid 2-month sabbatical after five years there. It almost made me want to go to work there! Be careful that you don’t fall into some of the traps when trying to take care of your employees, though. Some companies pretend to care about their people, masking their true intentions with a couple of management disasters: The Lip Service disaster is when you say that you care, but do little to show it. One example is that your workers may never get properly trained even though you say you’re going to train them.…