When It All Comes Down to Business, It’s “People First”

For many years, there has been a stranglehold of the “Profits over People” mentality in business. Senior executives care about top-line revenue, product and labor costs, market share, the stock price, bottom-line profits, and even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if bosses could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints. And “Profits over People” bad bosses would demand “My way or the highway” to the employees. Bad bosses didn’t care much about employees and employees could care less about their bosses or customers. 

Today, instead of focusing on “Profits over People”, envision “People First” as the solid foundation for everlasting business success. One caveat is “Employees First”. Managers will always see people as “employees”. Despite preaching “Employees First”, senior leaders would always have the rank and file employees “first”, on the bottom of the ladder, well below the leaders.

Recognizing “People First”, leaders will CARE for their people.

  • COMMUNICATE openly, transparently, interactively, and frequently any information that their people need and want to know. Listen empathetically to the people’s suggestions, concerns, and complaints. Express compassion with their recommendations and encouragement.
  • APPRECIATE the important roles, responsibilities, and efforts of their people.
  • RECOGNIZE, honor, and offer accolades for individual and team achievements, accomplishments, and acts of service to colleagues or customers.
  • EMPOWER people to make the right decisions for themselves, their colleagues, customers, and their business.

Whether it’s the turmoil of the pandemic, Skimpflation, or The Great Resignation, businesses will invigorate the New Normal with the “People First” culture. No longer are people taking second or third seats to customers or profits.

This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business.

When we create a great experience for people as much as we do for customers, we will earn the loyalty of both. And soon, without our focus on profits, profits will grow.

Leave a comment

Filed under Customer Experience, Customer Loyalty, Employee Engagement, Leadership

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 )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.