All About the Customer
As last Thursday marked another Thanksgiving, we, like so many other families around the country, went around the table and asked everyone what they were most thankful for this past year. When it was my turn, I watched as my wife, sons and other experienced members of our table began to make this face-the one I call the, "What will he come up with this time?" face.
The remainder of the guests were soon wearing the same face before I finished my long list. Eventually, everyone at the table had raised brows and eyeballs rolling when I stated how thankful I was for Peter Drucker. No, we have no Drucker relatives and the closest we even came to uttering the Drucker name was when I stated that I felt like "getting drunker" after the creative way in which the Dallas Cowboys found to lose to New Orleans.
I was, of course, thinking of the great management thinker and his 1973 book, "Management: Tasks, Responsibilities, Practices." More specifically, I was referring to the wisdom of Mr. Drucker, who wrote what I think are the most important five words in that book: "The customer defines the business."