Customer focus part 2 - leadership

In his book, Napoleon Hill stressed on the important QQS formula for individuals to ‘apply it as a habit’ during the period of employment to gain excellence and build wealth. He said that in order to be successful in one’s profession an individual must provide quality service all the time (in quantity) and always in good spirit through harmonious cooperation with members of the organization that the belong. This formula was more suitable for the “go-giver” type of mindset who gives more than he gets, rather than the ‘go-getter” type as mentioned by the Mr. Hill, but ironically even though 70 years have passed, the “go-giver” type of mindset are still a rare species.
Once I distributed a questionnaire on leadership style to a group of 6 people that represented the management of a small medium enterprise in a seminar that I moderated on mastermind formation. Amongst the questions asked was customer focus and surprisingly nobody except the business owner himself (managing director) acknowledged that customer focus was one of the most an important aspect of leadership in business today. He agreed that it was a serious deficiency in his organization and wanted me to work on it immediately.
Such organizations as above are slow in their actions to satisfy their customers at 100% percent level and also slow to react to complaints and claims from customers who could turn their attentions to other better providers. When customer focus is given top priority managers and engineers would begin to take heed of the ‘consultations’ from customers that are not only free but also got many intrinsic values attached to them. Delivering what they'd expected is the shortest cut towards becoming a top quality provider.
Leadership pattern in business organizations that seek excellence in giving 100% satisfaction to customers is associated to closed alliance of mindsets of individual key personnel working very hard towards giving their customers the feeling of being in the ‘family’.
Leadership style of customer focus must in agreeable with the points listed below.
1. United effort to manage as a team with a mastermind ideology

2. Guide and educate inside and outside (contractors, suppliers and regulators) people / stakeholders towards rendering customers' satisfaction

3. Eliminate defects and improve quality their respective quality based on requirements given by customers

4. Reduce costs and share benefits with inside people and not forgetting the customers

5. Guarantee production volume by meeting delivery datelines

6. Listen to customers and sell products and services that delight them

7. Maintain safety as to avoid hardship to people and the organization in general

8. Create a rewarding workplace by giving those who performed recognition and wealth