With so much focus on customers, companies can lose sight of their most valued asset—their people—and the critical roles they play in the success of their organizations. Organizations are the employees, and customer service and quality are dependent on these skilled, motivated people.
Employees should be considered assets, not expenses. Assets are something to invest in. One indisputable fact is that frontline workers, who interact daily with customers, know customers best. They’re the most familiar with the processes in place and have ideas about how to improve them. Unfortunately, managers have been trained to think they are supposed to know all the answers. Surprise, they don’t!