Is Business success down to “Process or People?”
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?