How Can We Get Employees to Focus on Serving Customers?
Infinity Graphics, a $20 million printing company in Enfield, Conn., wants its workers to know how important its key customers are. So in its monthly newsletter, distributed to all 120 employees, Infinity publishes a chart that details the company's top 10 customers for the month, along with the amount each contributed that month in dollar sales and as a percentage of total sales. "At plantwide meetings I'll talk about which accounts I'm trying to grow and why," says chief operating officer Clint Humphrey. "We want employees to take an active role in the business."