When we think of customers, who do we immediately think of? The person who wants our goods or services and who accesses us either personally, by phone, or through online methods?  This, of course, is correct and we need to make sure that their needs are met efficiently, effectively, and with respect and courtesy.  If we are to be successful we must continue to work with them to ensure that we continue to meet their needs

What we may not think of is our internal customer. If we are a larger organization with several departments we each have ‘customers’.  Likely, the work that we perform goes to someone else in the operation.  Too often, we do our work the same way it was always done without questioning why or how.  Is there a way to make it easier or more efficient for our ‘customer’?  Are we giving them what they need in order to do their job effectively?

By looking at our internal customers we sometimes can streamline our processes, which can eliminate frustrations and clarify what is really needed in order to more effectively satisfy our external customers.

This can potentially free up employees so that the organization is more proactive in the market, rather than reactive.