Some projects require many ‘chefs’ to be in the kitchen and yes it can get crowded. That is usually not a problem. However when something breaks or does not work as expected suddenly there is not a single knowledgeable ‘chef’ to be found. More times than not each ‘chef’ will point fingers at the others. This is where many small businesses fail.

I have to recognize it is the fear of looking bad that drives much of the finger pointing when in fact the opposite is true. One of those ‘chefs’, it does not matter which one or if they are even at fault, needs to stand up and say, “Sorry, customer, I will figure it out”. There is a  really good chance that ‘chef’ will have a customer for life. It does not matter that it may ultimately be their fault, it is the customer that is important. If all the customer sees are ‘chefs’ grumbling and not solving the problem they are disappointed in them all. But when a customer sees one stand up and take responsibility they see someone on their side.  They relax knowing an expert they brought in is going to solve the problem.

The customer is what is important, but many businesses (big and small) forget this. The customer tends to be understanding and forgiving, recognizing we are all human. More importantly, the customer recognizes the extra effort and appreciates the bravery required to stand strong when everyone else steps back. Next time you are one of the ‘chefs’ in a kitchen and you see it going bad, take responsibility. I am confident you will be the customer’s new best friend.

Have you found this to be true? What have you experienced either as a customer or a ‘chef’?

Let me me know and share your experiences in the comments.