1. Service and Satisfaction
Brian Tracy
Brian Tracy is chairman and CEO of Brian Tracy International, a company specializing in the training and development of individuals and organizations. He is the author of 47 books that have been published in 36 languages and has written, designed and produced more than 350 audio and video learning programs. For more information, visitwww.briantracy.com.
Albert Einstein was once asked,“What is the purpose of human life?” He answered, somewhat surprised,“We are here to serve others; what other purpose could there be?” The most respected men and woman throughout history have been those who have dedicated their lives to serving other people in some way. A business is merely an organized way to serve people more efficiently and effectively than would be possible for an individual. A business is the way that people bring together the various resources of money, labor, raw materials, real estate and other facilities, to create products and services that enhance the lives of other people.
Peter Drucker, renowned management consultant, was once asked,“What is the purpose of a business?” He replied,“The purpose of a business is to create and keep a customer. The profits are the result of creating and keeping customers in a cost-effective way.”
The true measure of business success is always customer satisfaction. The true measure of customer satisfaction is repeat business. The essence of good business is therefore simple: Good businesses are those that create products and services that people want, need and are willing to pay for—in a cost-effective way. As a result, these businesses satisfy their customers so much that their customers want to buy from them again—and bring their friends.
Good businesses, however, have an even greater depth and meaning than simply pleasing customers. Each person must earn their daily bread by doing something in the world. Each of us must“pay our dues.” In exchange for food, clothing, accommodation, transportation and all other things that constitute the good life, each of us must make a contribution of some kind, in some way, that improves and enriches the lives or work of other people.
Aristotle asked the question,“How shall we live in order to be happy?” His conclusion was that the achievement of personal happiness was the ultimate end of all individual human activity. Everything that a person does in his/her daily life is aimed at somehow attaining happiness for that person. People are successful to the degree to which they are capable of achieving
