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W. Edwards Deming on profit

"Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them."

I've often wondered: If your employees won't boast about your business to their friends, why would you expect it from your customers? Take a look inside your own four walls. Do your employees buy your products? Do they sing your praises? Can they passionately tell your exciting story? And if not, why not?

Posted December 6, 2005
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Tom Asacker is quoting W. Edwards Deming on profit and says: I've often wondered: If your employees won't boast about your business to their friends, why would you expect it from your customers? Take a look inside your own four walls. Do your emp... [Read More]

Tracked on Dec 6, 2005 9:42:55 AM

Comments

olivier blanchard

Absolutely.

I am working with a specialty retailer in Greenville, SC right now whose employees are also customers. (It's a cycling and triathlon shop.) Their passion for the products, the lifestyle and the athletic community translates into fantastic customer service, rock-solid authenticity, and very, very strong numbers.

The stores' (there are two now) employees all shop there, invite their friends to work there too, and promote the store every chance they get. They don't do it because they get paid to do it. They do it because they really like it THAT much.

Working with these guys would be a big eye-opener for bigger companies that have forgotten how to build brands from the inside out.

Posted by: olivier blanchard | December 06, 2005 at 11:36 AM

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