[strategic prioritization pays off]

EDITORIAL

It may be a popular advertising slogan - our customers are our number one priority - but as a manager, buying into that strategy will actually reduce your effectiveness and damage your business. I learned it the hard way.

More than 15 years ago, when I started my customer service speaking and training business, I was my only employee. I was doing everything: delivering speeches and seminars, strategic planning, handling suppliers, and of course taking out the trash. When writing my lengthy to-do' lists, I'd always rank customers as being my number one priority. Unfortunately, it took me five years to discover that I'd been making a huge mistake. ...

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