That customers should always be made to feel they’re right.
That employees should act like they’re the best.
That growth comes by developing new skills.
Ideally, a good people strategy will convince employees serving customers is a structured game worth playing well. That knowledge and orientation should instill a sense of purpose and a sense of meaning for employees. Your business will become a place where integrity, intention, commitment, vision and excellence will become rich, multi-dimensional concepts rather than abstract words.
Humans can achieve some amazing things if they are motivated enough. An effective people strategy works very hard to create an environment in which excellence is achievable. Systems are put in place so everyone gets an equal opportunity to be part of the total service solution offered to customers.
‘‘The system produces the results; your people manage the system. And there is a hierarchy of systems. The first is, How We Do It Here. The second is, How We Recruit, Hire and Train People. The third is, How We Manage It Here. The fourth is, How We Change It Here. And the "It" referred to is the stated purpose of the business.’’
Step 6: Marketing Strategy
Marketing requires that you forget about your vision and focus on the customer exclusively -- and most often, what you think he or she wants is significantly different from what he or she actually wants. That’s because most buying decisions are not made with the conscious part of the mind but with the subconscious.