February 5, 2012


If you don’t love your work, how can you love your customers?  If you don’t love your customers, how can you love your work?

You might say, as the Tina Turner song goes: “What’s love got to do, got to do with it.”

Love is an exchange-a giving and taking-accommodating your individuality to being in relationship or a network of relationships.

If you are in a committed relationship with another or a family, you work to keep that relationship alive by balancing the give and take between different wants and needs.  This process involves a constellation of feelings and emotions.  If successful, we call it a loving relationship.

If you are in business, you “give” products or services to customers to meet their wants and needs that also “give” them satisfaction.  In exchange, you take their money and also “take” their appreciation in the form of return business and referrals to expand your customer base.  If successful, we call this a thriving, profitable enterprise.

If we don’t love ourselves, it is unlikely that another will love us and we will lose the relationship with our loved ones.  If we don’t love our work, it is unlikely that we will provide products and services that we satisfy ourselves or our customers.  If we don’t love our customers, it is likely that we will provide inferior or unwanted products and services and we will lose the relationship with our customers.

The following are 5 steps to take in loving your work and your customers:

  1. Know your wants and needs.  Hire a coach to identify those wants and needs you are committed to and implement a plan to achieve them.  (You’ve got to find what you love. If you haven’t found it yet, keep looking. Don’t settle. As with all matters of the heart, you’ll know when you find it.   Steve Jobs)
  2. Ask your customers what they want and need.  Don’t assume you know.
  3. Make big promises to your customers and be sure you keep them.  Go outside your comfort zone in creating products and services that will surprise your customers.( If we don’t take care of our customers, someone else will .UNKNOWN)
  4. Enroll you customers in goal-setting.  Make them part of your business planning process.
  5. Celebrate your achievements with all your stakeholders-family, employees and customers.  Open houses, parties, and events give opportunities to express love for your products, services and customers.  (We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” ~ Jeff Bezos)

Take two of the five steps this month, the love month, and let me know what happened!

Lorenda Phillips of

The Essential Entrepreneur




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