Never vs., Always &!

22 Oct

Organizations worldwide are always focused on and worried about Top line and Bottom line. If you’re wondering what those two lines are, here’s Wiki Answers’ simple explanation.

Top line is corporate net sales, that is, total revenue/income generated by a business.
Bottom line is the profit/loss number, after all expenditures/liabilities have been discounted from net sales.
Both of these terms come from the accounting document known as the income statement, or Profit/Loss account. Top line is the first line of that document, and bottom line is the last line in that document.
When companies talk about the need to increase their top line, they are talking about the need to focus on generating/increasing sales. Bottom Line efforts are usually aimed toward cost reduction to increase the margin and therefore increase the result.

A company’s focus on top line and bottom line naturally translates into focus on its customers and employees.

Since top line is always the priority – a natural corollary of public listing – companies tend to focus more on Growth. So, growing the business through existing and new customers becomes a higher priority. Hordes of new employees are taken onboard for growth.

During times of economic distress – which happens regularly these days – they tend to focus more on sustaining revenue from existing business. Retaining both customers and employees becomes critical for sustenance.

This is cyclical and goes on and on until a company goes kaput or is gobbled up by a big fish. And then the cycle starts all over again.

What if the way organizations perceive top and bottom lines and the way they approach both of them isn’t the right way?

Top line isn’t just about revenue. It’s enchanting your customers to acquire more services and products from you, willingly.

But enchanting customers is vastly different from merely servicing them. That requires highly energetic and motivated employees, who think opposite and act different.

Bottom line isn’t always about cost. It’s enticing your employees to create and deliver more value for you, joyfully.

A disinterested employee will result in a disenchanted customer. To avoid this disaster, companies should find a way to align employees’ energy to customers’ needs through organization’s vision.

Employees are the biggest investment for any organizationnot infrastructurethat’ll provide better returns from customers. Needless to mention, it’s a long term investment.

Enticement goes way beyond monetary benefits for employees. Increasing pay every year will not assure the best output.

Enchantment goes far beyond delivering services on time to customers. Doing the same things over years will not guarantee the best outcome.

Culture, Climate, Creating value and Celebrating outcomes are the 4Cs of Enchantment. And they’re relevant and critical for both employees and customers. It’s a simple many-to-many mapping that appears complex.

Ever heard of Yin vs. Yang? It is a known fact that Yin and Yang are two relative aspects of the same phenomena. Organizations can’t afford to focus on and grow one at the cost of other.

To use a cliché, if the organization is a coin, customers and employees are two sides of the same coin. They’ve to co-exist for the organization to be of any value.

Customers and Employees are like Ida and Pingala. They’re different but exist together for the purpose of nourishing organization’s Life. Life is Growth. Or Growth is Life. Either way, it is one and the same.

It is never about Customer vs. Employee, but always about Employees & Customers!

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5 Responses to “Never vs., Always &!”

  1. ramesh J October 25, 2012 at 1:55 am #

    nice one prakash.. especially the parallel drawn to employee dynamics on the bottom and top lines… on the same breath I do not think that an organization consists of interested employees who are enchanted to serve customers… almost all of the employees work for themselves and has some compulsions to work with them and all organizations know that….. Still the motivational aspects are just ticklers ….. they do not make a difference… finally the customer himself is an employee whose enchantment is depended on whole lot of other things in his company that we service providers have little control over…. happiness is zero-sum game, I’m sure you would agree… end of the day we wouldn’t say to our wives I had a road accident in the morning but I am happy because I got what I wanted from my team….. so that’s where it is…. but I liked your attempt though….

  2. Dani October 24, 2012 at 4:09 am #

    I learnt a lot of new terms from this blog .

    Top line.. bottom line.. Ida and Pingala are a few 🙂

    completely agree to the enchantment and enticement view points..

    WOuld be great if u could elaborate on the 4Cs of Enchantment and provide a few scenarios/examples of how they can be applied at workplace..

  3. Deepthi Abraham October 22, 2012 at 2:58 pm #

    //A disinterested employee will result in a disenchanted customer.//
    Totally agree.. Right person, right interest, right job = enchanted employee – translates to engaged employee = empowered employee = bright future for company 🙂
    For some reason, employee engagement seems to be popping up from different places. 🙂
    Enjoyed reading.. TFS 🙂

  4. Soumya October 22, 2012 at 2:29 pm #

    Splendid post, Prakash Swamy. Attaching sound is a great idea. And yeah, i could relate to many of the points that you’ve mentoned in there.

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