In a recent UK wide survey of SME’ business owners, when asked what was the most important factor of success, the answer was not revenue/money/profit, it was customer service. The desire to please your customers outweighed making money. If your customers are happy, you are happy.
There is a growing global movement, turning its back on the old definition of capitalism, recognising that there is more to life than making money.
From artisan coffee shops and online bakeries made with love from the home kitchen, to social enterprise and the sharing economy, which does involve monetary transaction, but is done so with a much higher level of trust between parties than the usual buyer/seller relationship, businesses are recognising that success no longer is a simple value equation.
In fact, Biz Stone, Founder of Twitter has gone so far to suggest that to be judged successful, a company needs to make money, make the world a better place and bring joy to the people who work there.
Making the world a better place doesn’t always have to be a huge shift in science/tech/behaviour. The world becomes a better place putting a smile on just one customers face. Bringing joy to a person, meeting their needs in an unexpected way, or over delivering. Whether the saying ‘there is no such thing as a selfless act’ is true or not, it doesn’t really matter if both parties are winners, if your customers are happy, it is likely your employees are happy too.
I wholly embrace the idea of success being measured on happiness, and not just the customers, but the employees. When you spend so much of your life a work, being engaged, valued, having respect and fun should be mandatory, not ‘soft’ nice to have measures that never quite make it to the top of the management ‘To Do’ list.
At The Magnus Club, we believe in the ‘assume permission’ mantra for agencies. Empower your people to take charge, be accountable, trust them to deliver and more often than not clients and your people will be happy. And a happy client/employees means success, in more ways than one.
Written by Teresa Allan, Founder of The Magnus Club