Know the heart of your business. That is an essential business basic. If you don’t know the heart of your business, that means you don’t know what makes it tick.
Sometimes you can become so wrapped up in the routines of your business that you forget the heart of your business. This can lead to less emphasis on the heart of the business, and that never ends well for anyone.
Sometimes the top leadership can become so removed from the heart of the business that they begin making decisions that undermine the frontline workers. Tools and resources are encumbered or removed. All this harms the frontline workers’ abilities to perform their jobs with high quality. That in turn harms the customer experience and that ultimately harms the company.
When you know the heart of your business, that means you will remain focused on the things that matter for your business. Knowing the heart of your business allows you to do the things that nurture the heart of your business. All this thereby enhances the customer experience and that ultimately helps the business.
One of the most important questions we can ever ask ourselves if we want to be successful is: Do I really know the heart of my business? If you are not happy with your answer, then do something to fix it.