You are the heart of your business

In this series of 19 short articles, StratPad’s founder discusses the fundamentals of starting and running a small business.

Today’s article is dedicated to you, the entrepreneur:

Every business owner should remind themselves that they are at the heart of their business. Every decision that they make and every action that they take is transmitted through their organization and becomes part of their customer experience. You lead by example so that if your stated goal is to increase customer satisfaction, make your customer’s experience better, and you ignore ringing phones in the office, you walk by a ringing phone, you’re implicitly telling your staff that maybe customer satisfaction isn’t that important.

If you get agitated as I do when a phone is ringing somewhere in the office and you go and pick it up, you’ve just told everyone in the staff how important it is to answer the phones and to service the customers. No matter whether you’re an out-front leader who is in front of customers all the time or whether you’re a behind-the-scenes leader, it doesn’t matter. Understand that everything you do, your customers will experience.

Thanks for reading, and all the best to you and your team from all of us at StratPad.

◄Prev – Fail fast and frequently in business