Customer Focus
February 24, 2012
During February 13 – 14, 2012 twenty-five of CONTAVA’s fifty-five employees participated in a Howard Hyden Customer Focus workshop.
The purpose of the workshop was to understand the difference between looking at the business through the eyes of the CUSTOMER versus the eyes of the company’s employees. Inside the company, employees meet and decide to sell the customer “what they ought to want!” With this philosophy, the employees try to know what’s best. The employees determine solutions, installation and delivery time. The hours of service is established by the employees.
Whose input is missing … the CUSTOMER!
The workshop turned CONTAVA employees outside-in.
Results are being implemented immediately. If it’s not easier to do business with CONTAVA, then we are not changing fast enough.
Through the year, CONTAVA employees will check-in with you the CUSTOMER and ask, “Is it easier to do business with us? Are we meeting or exceeding your expectation?”
