Peter Lohmann explains how his engineering-focused company had to rebuild around customer experience. The shift wasn't just about customers as individuals, but made the workplace better for owners and employees too.
One thing I didn't mention, which was another big project of ours, was just turning our company into a more customer service oriented type of a business. The way our company was built originally, it was founded by myself and another engineer, two engineers. We built everything for the convenience of us, the business and the employees, for maximum efficiency and maximum sort of rational, logical structure. And what I have now learned is that you need to give equal weight to the customer's experience of working with you. You can't just build your business for the convenience of the team and the owners. There has to be serious weight given to what's it actually like to be a customer of ours? Do I feel like this company actually cares about me as a person? And I love, I love that for for the owners and for the team, because it actually is a more enjoyable experience to work at a company that is thinking this way.
