Interpersonal relationships are the defining medium of management. How you relate to superiors, colleagues, and subordinates governs your ability to succeed — and often theirs as well. The desire to serve mutual interests, good communication techniques, and the appreciation of opposing views result in increased trust and synergistic teamwork.
Establish good relations
Internal relationships need to be fostered just as carefully as the decisive connections outside the firm. Treat everyone you relate to — suppliers, bosses, peers, and other employees in the same way you treat external customers; as people with specific (if unexpressed) demands, which they expect you to serve. Some companies identify the internal customers of departments and carry out customer satisfaction surveys, on the same lines as those conducted externally, to help appraise a particular department's effectiveness. It can then correct any faults that have been identified.
Satisfy all parties
The most desirable outcome with any customer inside or outside the company is benefit to both parties. Your object with an external customer is to give perceived value. Pursue that aim just as vigorously inside the organization. Adopt the six-stage cycle of customer satisfaction with each relevant individual or group.
The Six-Stage Cycle of Customer Satisfaction
1 Discover customer wants by asking the customers.
2 Find out how well you are currently supplying the wants.
3 Take decisive action to eliminate deficiencies.
4 Identify and install added customer value.
5 Re-check customer satisfaction.
6 Repeat stages 2-5 and continue the cycle.
