Paul Moran, Chief Commercial Officer
We All Own Customer Satisfaction
Winning new customers and keeping existing customers is essential to the long-term success of any company. Satisfying customers or achieving “customer satisfaction” is critical to the success of Turner Mining Group. As obvious as that may seem, it’s not always obvious how our individual roles impact customer satisfaction. A good way to understand how you impact customer satisfaction is to think about the concept of “internal” and “external” customers.
Ask yourself, “Do I support internal customers, external customers, or both”?
Thinking of everyone in our company as an internal customer strengthens our team. Internal customers are typically co-workers who rely on you to do your job supporting them, so they can do their job serving their customer. Examples of internal customers are co-workers who depend on the IT team to provide laptop and technical support, so we have the tools we need to serve our respective customers. The equipment team supports the field operation teams by ensuring our operators have good equipment that’s properly maintained so they can do their jobs. Therefore, the equipment teams’ internal customers are the operators. At the end of the day, we all rely on someone to support us in our job, so we are all internal customers to one another.
External customers include our existing as well as the companies we are targeting to become new customers. Again, it may seem obvious, but satisfying the external customer is critical to the success of our business. Those of us who serve external customers rely on the tools and support we get from our co-workers to meet or exceed the external customers’ expectations. Examples include our on-site operations teams who serve the external customers by performing mining and other specialty earthworks services at the customer mine site.
How do you impact customer satisfaction?
Think about your job and identify if you serve internal customers, external customers, or both as they are equally important. More specifically, remember that what you do is essential to achieving overall customer satisfaction and ensuring the long-term success of Turner Mining Group. You’ll find that you will get greater job satisfaction if you understand how “what you do” impacts the customer and our company as whole. As always, we appreciate your impact and commitment to helping us all sustain customer satisfaction.
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