Recognizing the Existence and Importance of the Internal Client

The term “management” assumes that, in business, a manager’s primary task is getting things done through the efforts of others. The concept is one of a team, with all team members working in the same direction. To be an effective team requires the acknowledgement that team members have their own personal and professional needs, desires and goals.

In the ongoing effort to serve external clients (ie: customers) managers rely on the thoughtful and attentive attention of team members. The goal is to have dedicated and committed individuals working together to provide ever improving professional service to the firm’s present external clients. This is a way in which an organization can achieve quality service. Quality service, in turn, is the best way to expand an existing business, regardless of the type of business. The most effective way to ensure thoughtful and attentive team members is to treat them with the same respect and concern that you would treat external clients, thus the term internal client. Internal clients are those people within your organization that rely on you and your efforts to assist them in providing excellent service to others (both internal and external). Team members who believe that their personal and professional needs are a top priority of a business’s management are not distracted by a concern that their needs are being left out of the process.

What transpires is a “buy in” by the team members. This “buy in” translates to a feeling of fulfillment and radiates itself to the outside. Team members will willingly transfer their concerns to those of the external, and other internal clients that they serve. This is a component to quality service, and it becomes self fulfilling, as clients, both internal and external reciprocate without thought and/or the realization that they are in fact reciprocating. It just happens. As a result the entire experience turns from one of drudgery to one of satisfaction. A positive self-reinforcing cycle is created. Team members are happier and satisfied with their professional role. They in turn are willing, even anxious to go the “extra mile” required to provide excellent service. This also dramatically reduces turnover. After all, who doesn’t want to work in a satisfying and successful professional organization?

An active strategy towards a satisfying career is to assist those working with you in their quest for a satisfying career.

Gary D. Levin, CPA

Levin Swedler Crum - CPAs


About akroncpa

Levin Swedler Kennedy is an Akron, Ohio CPA Firm, offering business and not-for-profit consulting, financial statement preparation, tax preparation & planning, QuickBooks & Peachtree support, auditing, and business valuations since 1986.
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