The Real Boss

For all of us that work in companies or government agencies, it is easy to forget that our real boss is the customer. If your outfit does not do a good job of satisfying the customer it eventually goes out of business or for government entities , customers find a way of voting with their feet or voting out their representatives.

I have attached a recent "Wall Street Journal" editorial that discusses Texas A&M's effort to evaluate professors by their effectiveness for students and for the University. There is huge resistance in the academic community to this kind of accountability for professors. Texas A&M is right on track with this kind of real world thinking.

http://online.wsj.com/article/SB10001424052748703860104575508052117098986.html?KEYWORDS=grading+the+ivory+towers

I believe that making customers happy and exceeding their expectations is the key to any organization's ultimate success.

The people on our Hill & Wilkinson team are often reminded that getting raves from customers makes all the difference for them and the overall team.