When a business is making a sale, the customer is made to feel important as are their problems and needs. They are listened to. Their fears are quelled and confidence bolstered. Yet, when an issue comes up after the sale, the business treats it like it’s not important. Listening stops. Caveat emptor.

Similarly, when a business is recruiting new talent, they present all manner of perks and enticements and consider the aspirations of the new recruit. Yet, once hired, the new recruit becomes just another cog in the machine who should just do as they are told.

But you can’t have it both ways. People can’t matter just when it suits your selfish purpose. People must matter all the time. If the customer is important during the sale, then they have to be important when there’s a problem. If employees are important during hiring, they have to remain important after hiring. 

Business leaders hear this: Either people, customers, and employees, are important or they are not. Period.

Decide … and then act on it.

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