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?

Advertisements

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

    SERVICE BEFORE SELF

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

inspirationenergy

be inspired to greatness

Adventures, Aspirations and "Aha" Moments

An Itinerary Detailing New Years Resolutions

Amsterdam and Beyond

An Amsterdam Adventure Blog

manageyourstaff

More about managing your people and business!

Exploring Emergency Management & Homeland Security

News, concepts, and opinions on emergency management and homeland security topics

Sara Rickover, Behind the Corporate Veil

A blog about management, law, mediation and writing, by someone who has done them all

Northeastern Pennsylvania Veterans Multicare Alliance

Serving those who served in Northeastern PA

anjelicadesigns

I've decided to pursue my passion in jewellery designs since I love femininity and all things beautiful and sparkly, well almost all. I'm a proud mother to two gorgeous and amazing girls. I recently left the corporate world, went through a tragic loss and relationship breakdown yet I'm here alive and still very much wanting to pursue my dreams and maintain a state of happiness. This site opens up a new world for me to share and if I'm really privileged connect with with others.

The WordPress.com Blog

The latest news on WordPress.com and the WordPress community.

The Organic Leadership Blog

Thoughts During My Leadership Journey

Martin Dangerfield

Martin Dangerfield|Talent Acquisition

tmtConnect

Technology business matchmaking

The Whiteboard

New Zealand Recruitment Industry news, views and commentary from Rice Consulting

The Recruiters Little Black Book

News and views from the world of employment

HR Schoolhouse

Time to take your desks; school is in session

Recruiter's Couch

Because everyone is a candidate sometime

%d bloggers like this: