How do you get your back-end team to serve the "Real Customer"?

 Seth Godin said this beautifully this week about who your back-end team is really serving:

"They rarely do because the paying customer isn't their customer. Their customer is the quality control department, the accounting department and the "don't-rock-the-boat" department."

So what can you do with your team that will help them focus on satisfying the needs of your paying customers - the "Real Customers" rather than these annoying, time wasting and self serving customers?

What questions can you ask your back end team that will change their focus and efforts?  

What can you be measuring?  

What can you reward and what areas need a consequence arranged?  

What are the time wasting activities that create no or little value that can be done away with?  

What barriers to attending to the "Real Customer's" needs can you identify and get rid of?

What questions do you need to ask the quality control department and the accounting department?


What can you do to make sure your back end team is encouraged and rewarded for attending to the "Real Customer's " needs?

This is only the beginning. Get to know clarity. Email me, Mike Kennedy...