Who do you think is more important to the success of a business: the employees, the management or the customers? The fact is that they are all important because in order for a business to run effectively, it is necessary to have all three. Most companies tend to focus on the one component that is obvious to driving sales and profit – the customers. While this seems logical, it is actually a misconception. A customer drives profit by purchasing products or services, referring others to the company, and returning back for repeat business. While this appears to be an essential driving force to success, it isn’t the most influential one. Think about it, if the customer isn’t served well or receives a poor product, he not only won’t return for future purchases, he may also tell 10-20 of his friends to not patronize the business. On the surface, the customer appears to be the driving force but it essentially is the employees and the management that steer that customer into a satisfied one who will purchase again or an unhappy one who will never return.Most businesses put too much focus on the customer in regards to marketing promotions, special sales, etc. and not enough attention to the backbone of the business; the ones who give the business life and make it thrive. You can tell which companies make an effort to focus on their employees and managers’ development. It’s the ones who are known for their exceptional customer service, like The Ritz Carlton Hotels, who place a greater emphasis on employee performance & training than other businesses.

A local business in Bonita Springs, Bennigan’s Grill & Tavern, located at 26811 South Bay Drive in the Promenade Shopping Plaza is one of those companies that puts appropriate focus on the customers, employees and the management. While visiting the restaurant for lunch, I was pleasantly surprised to be acknowledged by the manager, Mr. Robert Mc- Curry, while I was eating with my friends. He casually stopped by the table to check on our satisfaction and to ask if we needed anything. It was evident at this establishment that emphasis is definitely placed on the customer and in delivering quality service. However, they go further than most by focusing on training the staff so that they know how to deliver quality service. In addition, they focus on effective management, evidenced by the manager being actively involved with the customers and the employees.

Remember that in order to provide quality service to your customers and in order to increase sales and profit, you must look beyond the obvious factors to focus on who services those customers. If you neglect attention to your employees and management, your customers will feel the result and your decreased sales and profit will be the consequence