If there’s one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are the moments that I let a lack of data override my intuition on what’s best for our customers. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness—don’t waste the opportunity!
From Andrew Mason’s letter to Groupon employees, after being fired as CEO, February 28, 2013
Rather than tossing out excuses and blaming others on his departure, Andrew Mason shared with his employees essential wisdom and earnest encouragement. There is both personal and professional relief in assessing what works, what doesn’t, and what to do about it (ask anyone who is working with a coach!). Whether you work at Groupon or not, his advice is worth considering. ..and it is REALLY worth your review if your business is to serve others.
I’d summarize it like this:
The question: What is best for the customer?
The guide: Trust your intuition
What’s needed now: Assess your habits, and break the bad ones.
Why: To deliver sustainable customer happiness!
So, what did you learn about your own service effectiveness by following this rubric? Have you been forgetting about your customers? Ignoring your intuition? Are you guilty of bad habits? Do you have an answer to the “Why?” of your work?
Andrew Mason has given us all a gift. Don’t wait to be fired to learn what he’s learned.