Founder and CEO of ERG Enterprises, a nationally recognized thought leader on entrepreneurship, investing and leadership, discusses the dilemma many businesses face: should they prioritize customers or employees. Drawing from his nearly three decades of experience, he argues that the most successful businesses champion a customer- and employee-first approach. By prioritizing the needs of both stakeholders, businesses can align their interests in a manner that maximizes value for all parties involved.
To accomplish this, the founder highlights three important practices that have enabled his business to expand across multiple industries and business units. The first practice focuses on building reliable and repeatable workflows, critical for ensuring consistency and quality in delivering outcomes. By deconstructing offerings, optimizing existing workflows, and implementing an agile approach to revisions, businesses can establish a solid foundation for their operations.
Treating employees well is the second practice emphasized by the founder. By prioritizing employee service excellence, businesses can better attract and retain top talent, creating a positive work environment. Empowering employees with autonomy, reinforcing their sense of purpose, and holding them accountable for their performance are key strategies for nurturing a healthy and productive team.
The third practice highlighted by the founder is striving for continuous improvement while also taking time to celebrate wins. By setting aspirational goals, conducting formal business meetings to reflect on performance, and providing intermittent feedback to recognize achievements, businesses can maintain a balance between pushing for growth and fostering team motivation.
Ultimately, the founder emphasizes the importance of putting both customers and employees first in a business. Contrary to past debates, prioritizing the needs of both stakeholders can lead to shared value and sustainable success. By adopting the tenets discussed in the article, businesses can enhance customer and employee engagement and satisfaction, ultimately leading to overall success and abundance for all parties involved.
