Last issue we raised the need to view the business from the "outside in"; from the point of view of the client. The need to take the view from the "inside out" is often not recognized.

 Businesses exist to make money, fund retirement, provide social good etc... how does this inside out view actually look?

Where the staff are not engaged in their own activities, and are simply following the business mandated instructions of "how to deal with a client" they won't be productive and the client won't be happy, whether or not the "rules" have been precisely followed.

Relevance to the business is again the issue.

If the staff are not happy; the clients certainly won't be, regardless of the so called quality of the "customer engagement instructions".

Simply instructing staff on what they have to do, or are allowed to do, is to execute the business mandated instructions of "how to deal with a client" will always have effect. Strict instructions will definitely succeed; but not in a way that has positive relevance for the business.

Short term; resolve, improve, eliminate, fix, replace and upgrade so that the little things that "annoy" staff, both current and potential, no longer can do so.

Long term; ensure that there are processes in place to prevent "little things" from existing in the first place and where they do actively prevent them from growing into "big things".

Relevance; consider all aspects of your business from the point of view of the staff; and take action on what you observe.