Is Business success down to “Process or People?”

I was having this conversation this morning with my wife and we were talking about what delivers great service to a customer or a patient.

I mean what really makes the difference?

We happen to have been somewhere recently and the level of attention was just plain awful.

So we got into a conversation about is it the process that is at “fault” or is it down to the people who work there. Is it down to the training or should people “have basic relationship skills?”

Should people have to have a procedure for basic customer facing relationships?

Is it down to the type of business i.e. a restaurant or a hospital, a supermarket or a small store?

Is there a difference between a large corporation and a small business owner?

We asked ourselves should we expect the same level of service whatever size of organization or the business they are in?

How often do we get bad service and ask ourselves why do those people work here? They clearly do not have “people skills.”

So what do you think?  Do we have expectations that differ in the way we are treated as people from business to business, from doctors office to a hospital, a car dealership to a store?

More importantly is it about process or behavior. I know some will say both but I want to hear what really really makes the difference in giving that customer or patient experience.

What are your thoughts and experiences on this one?


About HRMexplorer

Managing Director - Human Capital Europe and USA - My ability is to recognize ingrained assumptions and patterns of operation that aren’t productive, and offer practical, cost-effective and value-based solutions.

Posted on January 16, 2011, in HRMexplorer Blogs. Bookmark the permalink. 2 Comments.

  1. If it is a health provider then you would expect the highest professional care as they should be trained in treating people.
    They chose a professional job so they should not have gone into it if they are not going to do the job the the highest level .

    If it is a store or a restaurant are the people trained in people skills? also does the person concerned really want to be there or are they just there because they have to just to pay the bills .

    Is the person who interviewed them for the job just as much at fault for hiring them .
    Are the working conditions good?, are they treated well by their employers ? are they working under stress etc when they don’t get the time to do the things that need done as there is a staff shortage.
    none of the above excuse bad manners or doing the job to the best of your ability .
    maybe they should take heed of the Rotary motto


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