If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of all time. I know that ‘quotes of the day’ are not everyone’s bag, but sometimes you hear someone say something or are referred to something someone in authority has said and their words touch you. A while ago, I had the pleasure of coming across these wonderful few words uttered by inspirational business author, Simon Sinek:
100% of customers are people. 100% of employees are people. If you don’t understand people, you don’t understand business
This quote is the inspiration behind the image at the head of this post and epitomises the essence of what you are about to read. As I continue my personal journey of learning as a Customer Experience Professional, I am ever increasingly satisfied to discover that the thing that makes businesses successful; the thing that business is all about; is that thing we call PEOPLE.
Sounds obvious right? Maybe…. but ask yourself this. How many PEOPLE do you know work in an organisation that does not feel as though it is all about people? How many work in businesses that feel as though they are more about spreadsheets, or numbers, or tasks, or processes? In a world where there seem to be as many ‘shareholder centric’ organisations as there are ‘customer centric’, it is refreshing to come across businesses who genuinely do put PEOPLE at the very heart of everything they do.
Last week I found myself being fortunate (as I often am) to act as a judge at the first UK Employee Experience Awards. The awards recognise and celebrate best practice in the delivery and improvement of outstanding employee experience – it is no coincidence that the awards have been created by the excellent Awards International who are also behind the UK Customer Experience Awards. To deliver consistently good and great Customer Experiences, it is essential to also deliver as good and great employee experiences. To be a brilliant business, you must nurture and cherish all the PEOPLE who interact with you – that means customers and employees.
In London last week, I witnessed shining examples of role models – role models of leaders who were teaching, caring for, guiding, coaching, mentoring, empowering and generally inspiring the people they work with to do the very best for their customers, themselves and their business. The people I saw were of all shapes and sizes – metaphorically speaking! From front line staff to team managers to CEOs – from financial services to utilities to retail. The thing these PEOPLE all had in common was remarkably easy for me to fathom – they all understand the importance of PEOPLE.
It was when one of the finalists said that his most important business principle was ‘adult to adult communication’ that I realised why the recognition that these awards purvey is so very important. Treating PEOPLE like adults in business sounds so startlingly simple, yet in my experience it is so utterly rare. Remember that I am talking about both customers and employees here. So often businesses talk to their customers as though they are still at school – the parent child relationship is even more common for the poor employee.
The finalist who talked about ‘adult to adult communication’ was one of the very few CEOs present at the awards ceremony. As far as I am aware, he may have been the only CEO at the ceremony! Is it any surprise that he is the CEO of the company who only last year won an amazing 6 (six) UK Customer Experience Awards! Mark Horsley is the CEO of Northern Gas Networks – a business that the consumer on the street knows very little about, but a business that as a result of Mark’s humbling approach to empowering people is resulting in them becoming one of the most significant role models for any business in the world.
Mark and his people do not sell cutting edge, fashionable technology. Mark and his people do not have a compelling and seamless omni channel offering. Mark and his people do not spend millions on adverting and big data. Mark and his people are responsible for putting pipes in the ground – pipes that enable energy suppliers to put gas into houses, offices and factories. They do it by a relentless focus on doing what is right for PEOPLE – customers and employees. The results speak for themselves – commercially and through the ever improving perception of customers and employees – PEOPLE!
Mark was as deserving a recipient of the award as any I have ever judged. Mark is a role model to anyone who ever aspires to lead a business. Mark accepted the award on behalf of his people (customers and employees) – I would have expected nothing less. This is not the first time I have written about Northern Gas Networks – it is unlikely to be the last. Who would have thought a company that puts pipes in the ground would have been a text book example to others as to how to deliver world class customer and employee experiences? The reality is that I am now teaching Customer Experience Professionals all over the world about this company – the company that as much as any I have ever seen bring Simon Sinek’s inspirational quote to life.
Northern Gas Networks understand that business is all about PEOPLE. The vast majority of PEOPLE present at the awards last week do too. This can only be an encouraging sign as the Customer Experience continues to work its way ever more into the business dictionary. We will never do away with spreadsheets and numbers and tasks and processes completely – nor can we – yet the shift towards a ‘PEOPLE FIRST’ culture in business does seem to be closer to reality than it ever has been.