If you’ve been reading Staffing Talk for a while you know I’m a big fan of Clayton Christiansen and the whole notion of disruptive products and services which is the subject of his acclaimed book, Innovator’s Dilemma.

What makes a customer pick up the phone and place a job order with you?

But I never realized how entertaining he could be in person before I saw the video below.  It’s a full hour video and worth every minute but at minute seven (7:05 to be precise) he talks about studying your customers and how often times we don’t get why it is that customers use our products.

I’d guess that most staffing company owners would say their customers use them because they over-deliver and under-promise (I hear that a lot).  Or that they provide solutions not bodies.  Or that they “match the right people with the right skills” (Manpower)  or “solve workforce challenges” (Kelly) or “unlock people’s potential” (Adecco).

But drilling down, what makes a customer pick up the phone and place a job order with you?   What job are you actually doing for them?   Why did they call you and not the agency down the street?

Tough questions but necessary ones that Christiansen implores you to ask if you want to grow.   I hope you enjoy the video as much as I did.

Tags: News