Situation: A company’s motto is that they serve the customer first. As an unintended consequence company projects get lower priority and action than customer projects. Frequently, the CEO finds that company projects are only half completed. What have you done to make company initiatives a priority? Who do you serve – the customer or the company?

Advice from the CEOs:

• This is a great question. Clearly serving the customer has to be top priority. However, you also have to complete company projects, particularly those which are critical to company function or which will enhance your ability to serve your customers.
• Define the company as a customer for important projects. Call this “billable hours” to the company and credit them as such on these projects. Accompany this with employee training on how to prioritize “company” versus “customer” projects when priorities conflict. It may take time to work through this, and for the message to sink in.
• Add completion of company initiatives to the company kudos list. LInk company award eligibility to completion of company initiatives. For mission critical projects, grant double credit for completion of company projects. Adjustment of incentives will help to get the message across.
• In employee communications, include updates on company projects along with customer projects and give equal or greater emphasis as appropriate.
• Have you defined your “ideal customer”?
  • Include internal customers within your definition of ideal customers.
  • This will help to clarify and prioritize opportunities and shift the mindset.
• For mission critical projects hire additional personnel or contractors.

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