Another founder of a great company, this time specializing in retail services, is Sam Walton. He founded Wal-Mart, an incredibly profitable chain of hypermarkets and stores, over 50 years ago. Wal-Mart has had something of a monopoly on retail stores for many years. Sam Walton’s words about customer service are:
“The goal as a company is to have customer service that is not just the best but legendary.”
His words create a new level of achievement on the ladder of customer service. From his point of view, a company’s client service has to be “legendary.” This means that through customer service, the company has to create positive experiences for its clients, experiences that are remembered for a long time. Sam Walton teaches us that customer service is about creating long-lasting and positive experiences for our buyers.
We have learned from the owners of two major companies that client service must be focused on the customers, both satisfied and unsatisfied, for the duration of their interaction with the company.
John Quincy Adams, the 6th president of the United States of America, once revealed a secret that public service companies should take into account. His words can also inspire business owners because he talks about leadership and how a leader should behave. This is good advice for the management of any business, regardless of size.
“If your actions inspire others to dream more, learn more, do more and become more, you are a leader.”
John Quincy Adams
John Quincy Adams’ words should inspire managers and business owners to become models for their employees – someone who positively motivates employees and encourages them to develop and improve their work performance. Managers and company owners should be an inspiration to their employees.
Another voice that has created a cultural behavior within his company is that of successful Japanese entrepreneur Akio Morita. He is the co-founder of Sony, a company with multi-national employment and management specializing in media technologies. Morita teaches us about management with his claim that:
“The most important mission for a manager is to develop a healthy relationship with his employees, to create a family-like feeling within the corporation, a feeling that employees and managers share the same fate.”
Akio Morita’s type of management focuses on creating healthy and strongly connected relationships within the company, across the entire hierarchy. The Japanese business world is famous for creating a family environment within a company, where after work the employees go out with the managers and business owners and spend time together. Morita believes that a successful company is managed efficiently when the employees and the business owners have the same level of dedication for their work. The company becomes a common, familiar ground where employees and managers meet.