A poll conducted by a business daily to the question---Is employees first and customer second policy right for India Inc received 100% votes in favor of the first (ie, employees first). But many companies have the policy that customer is the king who sustains the business. Hence is this overwhelming response in favor of employees really justified? Your views?
(1)Ideal world: Customer is still the KING here. But he is not at the expense of the employees. Both are not contradictory but complimentary. A good customer brings business and because of him the company exists and survives. If not, the company would be left with its employees only who would eventually be laid off in the event of zero business. HCL Technologies blended this very beautifully to get good results. It can now boast of retaining both the happy customers as well as happy employees. I know that Mr. Shiv Nadar is a good guy and he has been following pro people policies in his Company HCL.
(2)Real World: The picture changes very drastically in the real world of Corporate India (with the exception of a few) where neither the customers nor the employees are cared for. How many of you are happy with the customer services of FMCG producers and various service providers across the country? Do you get prompt and fair redressals for your various co ...more