UK Domestic customer
What does the term mean and what does it mean for business?
First of all, it is necessary to understand the definition of the consumer and consumption. A consumer is a person or organization that acquires and uses purchased goods or, in turn, orders services for personal, public or other needs that are not related to profit.
The following entities can act as consumers in the economy:
1) individuals and households – personal consumption;
2) firms (producers) – productive consumption;
3) the state – public consumption.
In turn, consumption is a process of satisfying various needs of an individual or a company. In this regard, the main factor influencing the buyer’s choice of a particular good or service among the possible options is their usefulness.
Who are internal consumers?
Domestic customers are the person or company that affects the final product of the organization, whether they are directly involved in its production or not. This can be: personnel, users of the organization’s internal support processes, such as information systems or training and development systems. It is the activity of internal customers that ultimately determines the quality of products.
Domestic customers are a relatively new concept for the global economy. Briefly described, it is an employee of a certain company who also has his own needs, goals and desires. In relation to whom is an internal client? He is one for the company management, his colleagues and employees of related departments. Internal client orientation is an indicator that consists of two components:
The first component is the company’s focus on meeting the needs of each of its employees, that is, internal customers. This orientation should be initiated by company management and become an important element of corporate culture, as it can contribute to the effective work of the team.
The second component is the quality of corporate communications between the staff in solving certain tasks, for example, in the performance of daily duties. This concept includes such terms as efficiency, professionalism, teamwork. The content is determined by the organization depending on the values and opinions. This indicator is a consequence of the development of the first.
As for the first constituent
Being fully aware of the importance of who is the buyer of the product and making every effort to satisfy them, the management of many companies often simply ignore their internal customer. Very often in business it is possible to meet such a state of affairs when the corporate culture elevates the comfort of the external customer to the cult of a cult at the expense of the humiliation of the internal customer. Fines without cause, uncompensated overtime, public “floggings” and all manifestations of disrespect for their employees are the norm for many domestic companies. It is a very common situation, when in conditions of fear and suppression, a certain type of people can deliver high results in work for a while, but pretty soon the moment comes when the “fuse burns out”, and the person either becomes a very passive employee, in the sense that nothing will bother or scare him, or he will have incredibly strong rejection of the situation, that the sooner the employer will terminate the contract with this employee, the less damage will be done to the business.
As for the second component
The quality of internal corporate communications. As you know, any product that is offered to a customer is the result of the work of many people who work in the business. Each specialist who has taken or is taking part in the creation of the final product, in turn, automatically contributes to the company’s level of service. If such notions as teamwork, mutual respect and mutual assistance of all employees and services take an honorable place in corporate values of the company, it is possible to talk about development of internal client-oriented approach, which in the future will have a very positive impact among the employees, in terms of their relationships.
One of the frequently asked and burning questions is how to motivate employees of service departments to solve various tasks of consultants who carry out sales? If a company has a goal to establish long-term relations with a client, the development of internal client orientation will enable all employees of the company to move in the same direction, and client satisfaction will be a constituent element of corporate culture. In addition, it is possible and desirable to provide in the incentive system for employees of service departments a variable part of income, which will be accrued depending on the total performance of the entire company, this also has a positive effect on the productivity of employees, as everyone wants to get an additional reward, and for this person will have to work hard.
Is there any way to know the level of customer satisfaction?
The level of internal customer orientation can be determined by monitoring the loyalty of the employees and studying the company’s corporate culture. Formation of customer-oriented business should begin with formation of a customer-oriented corporate culture, and its creation should go along with changes in corporate goals, values, the way of thinking and interaction of the employees. Thus, we can say that customer focus is flexible methods of rallying employees, which change depending on the company’s plans for the future of its existence.
Thus, we can say that the internal focus on customers is a company’s focus on meeting most of the needs of an internal customer, i.e. an employee of the company, while receiving productive work and a quality product in return. It is also necessary to add that it is an index which reflects all quality of corporate communications between employees of the company when solving different tasks. In this concept it is possible to include both professionalism and efficiency, and teamwork. And the internal client is that person who is an employee and consumer of this firm.
As to whether this is developed in the United Kingdom, it is. All businessmen want their company to be properly structured, not only in terms of documents and registered business, but also in providing employees with comfortable conditions, which in turn will pay back to the company in that the employees will be more productive, the manufactured goods will be of higher quality, which in turn will attract customers. And with a large number of customers grows both the company’s image and its earnings, which is very important to understand.
Consequently, when you create a business you need to pay attention to the internal consumers of the company (that is, its workers), because it is one of the important aspects of the business, which can bring you a mountain of money, just by the fact that you can properly organize your staff, give motivation for quality work.