The Ontario teachers are about to ramp up their work to rule. So I thought it would be interesting to draw a parallel between this school issue and a real life business issue. Let’s pretend for a minute that the teachers were in business for themselves, one where if they didn’t look after their customers they would be out of business. Last time I checked, the teachers’ customers were their students. What have their customers done to warrant the teachers withdrawing services? Nothing. They are loyal customers who for the most part show up every day. Like real customers, sometimes they have to put up with indifferent service and a less than quality customer service experience; but they remain loyal all the same and continue to show up.
Maybe the teachers should take their argument to the source of their discontent rather than subject their customers to inconvenience. If I am an established Tim Horton’s franchisee and have a squabble over franchise fees with the franchisor, do I stop serving coffee at lunch? Do I run with fewer staff so the drive through backs up out of sight? Nope. Would I ever do anything to jeopardize the relationship I have with my customers. Never. I know that without customers I am finished. Customers are my number one asset, the lifeblood of my business. I have spent years building a relationship with my customers and so I am never going to put that relationship at risk. Without customers I would be done. Without students, teachers would have no job and no reason to receive the pay we bestow so generously upon them.
I suggest that the teachers give their collective heads a shake. Is it their purpose to upset their customers, their students? If it is, they get an A+ for idiocy. If it isn’t, then get back to work and do what you are supposed to do. Offer your customers an outstanding customer service experience. They deserve your very best every day.
Share this if you feel the teachers have got it all wrong.