Lip service


A few weeks ago I designed and facilitated a workshop for a team of sales professionals. One of the company's values was to be customer-centric - a favourite topic that I could easily work with and integrate through each part of the workshop.

As the workshop concluded I asked participants for a brief overview of the key things they had learnt. One very honestly said, "All that thinking was exhausting! I never appreciated just how deeply we needed to think about our customers' needs." Another equally honest participant agreed saying, "We've heard our managers talk about customer-centric but have never paid that much attention to it, or known how it affects us."


So while my learners were exhausted from the cognitive challenges I'd put them through, I was thrilled that being customer-centric was no longer just lip-service - they actually knew how to be it. Great job.