The Two Departments of Modern Business

Customer Acquisition + Customer Happiness 

After working with organizations of many different sizes and shapes in my consulting business, I have found that the bureaucratic ways of yesteryear simply do not work any more.

So much disconnect, miscommunication and confusion!

In the past year, I have had to seriously consider how to grow my firm. What will the departments look like? Will there be cross-functional team members? Will I have project managers running little operations under them? Will we have a receptionist? Who will he or she report to?

In all this thinking, I have led myself right back into the confusion that I had hoped to avoid.

So what should I do?

When facing any challenge presented by a client, I try to boil it down to the nuts and bolts.

The question should not be, “How do I structure my company?”. First we should ask ourselves, “What are the fundamental goals of my business?”

After thinking about it for a few minutes I realized that, for my firm, we really are only responsible for two things:

Customer Acquisition + Customer Happiness

I cannot think of any job, department or function that could not be filed under those two labels.

That is the goal of business right? Bring in new customers and keep them happy.

So I am altering my growth plan and org chart with those two cornerstones at the top. All future hires will be on one or both of those teams.

Everything should serve one or both of those two masters.

When a decision needs to be made, I can ask myself, “Will it bring in new business?” and “Will it keep our customer’s happy?”

If it’s a no to both, I think it should be decided against right then and there. One less thing to worry about.