In Colombian companies when the human talent that works in them does not consume the merchandise or the products that they manufacture or sell, it will be very difficult for them to be able to offer with certainty and experience the satisfaction of the benefits that the organizations wish to transmit. through the good or service they sell. Let's just think for a moment, what will be the future of the company if those who produce, manufacture, market or offer the service do not consume it…
We will have to start by thinking of internal customers also known as human talent or employees, as a "market" in a sense. By this I mean that we will literally have to sell them the idea of the quality of the product or service that is the organizational essence of the company.
We need to make sure that they believe in their organization and in the quality of the processes required for the final delivery of satisfaction to the end user or end consumer by emphasizing above all that they are our first customers and consumers and not some guinea pigs to try with. them the quality and satisfaction that we seek to generate true added value to each of our target, especially highlighting that together we take seriously the efforts of the organization to continually improve.
For a major service program to be successful in the organization, a first step must be to necessarily win the commitment of the people who ultimately control its success: the people who work in direct contact with customers or end users. And this commitment requires that these people, according to the consensus of in-service management gurus:
- Get to know and live with the corporate culture of the organization Understand the goal and the need to achieve it Believe in the program and think it is worth it Believe that it holds the possibility of success Believe that it will be personally worth it for them
Once we manage to establish these priorities in our workers, we can be sure that the service effort that they will give for their organizations will be the maximum that could be achieved even with training and innocuous programs that would only create problems such as those already analyzed above.
Remember that if we are aware that internal customers come first and if they are satisfied with our quality and service standard, it will be easier to establish loyalty policies with them for external customers and even more so when organizations intend to immerse themselves in blue oceans and fall in love with new customers in unexplored markets.
