Define a priority.

Different companies have customers with different priorities. Most companies have customers who share a common priority, though. With technology companies, it may be “uptime” while with other companies it may be “speed”. Smart companies make these priorties a critical part of their customer service culture and then they articulate them.

Sometimes it is as simple as training employees on the “X is our number one priority” mantra and then enforcing that in policies and procedures. Companies that really believe in their priorities have policies and procedures that are consistent with them. It doesn’t make sense for a company to preach about the importance of speed and then put policies in place that make it so customers and employees have to wait in order to do certain things.

As long as the processes are consistent with the priorities, the idea of having a priority to focus on and to rally around is a great idea. It makes it clear what the goal is and it allows everyone to focus what they do around that. The companies that take it seriously will ask themselves the “priority question” before they do things. “How does this marketing campaign convey our sense of being dedicated to uptime?” “How will this upgrade affect our commitment to uptime?” Priorities lead to being able to ask the right questions and having the act of asking those questions become ingrained in the processes.

When priorities are ingrained in both the company culture and the way the company operates, the support and service necessary to support those priorities often becomes ingrained as well.