Episode: 381

Episode Title: Who’s More Important?

Who’s more important to a business: customers or employees? Let’s talk about it, next on The Perna Syndicate.

Ep 381 show:

Hello and welcome! It’s a new week on The Perna Syndicate and I’m your host, Mark Perna. When you think of great customer service, you probably think of companies bending over backwards to meet the needs of their clients. And that’s great. Unfortunately, there’s often a lot less flexibility when it comes companies to meeting the needs of their employees. 

Most employers, given the choice between pleasing their customer or protecting their employee, will almost invariably choose the customer. After all, the customer’s always right—right?

Well, not anymore. 

During the reflective moments that the pandemic gave us, many employees concluded that the old way of doing things isn’t good enough anymore. Workers, especially those in younger generations, want more flexibility, more autonomy, and yes, more protection from adverse working conditions. And if they don’t get it, they’re out the door. 

Dr. Toby Travis is one person who sees the current talent shortage as a trust issue. He believes that many people aren’t in a hurry to return to work because they feel that their needs will be trampled in the mad rush to serve the customer. 

The bottom line is that companies that value their clients above everything and everyone else may be breeding a lack of trust among their workforce. Sooner or later they’re going to have to face the question: who’s more important, customers or employees?

Thanks for tuning in to The Perna Syndicate today! Tomorrow, we’re going to talk about a new phenomenon called the “rage quit” and why it’s happening more and more. See you then!