The relationship between self and others

Jigoro Kano, the founder of modern judo, sets out five principles for using judo outside the dojo (training hall).
Today I would like to consider the first. Careful consideration of the relationship between self and others (Kano, 1994,  Kodokan Judo, Kodansha Internationa, Japan)

Understanding the relationship between yourself and others obviously involves an understanding of many relationships. Some of these include: you as manager and the staff / stakeholders, you as manager and the market, you as manager and the political / legal system, and you and your relationships outside of work.

In the service industry your staff, particularly the 'front of house' in high contact businesses are incredibly important as the are often seen by the customer as a part of the service itself (Lovelock et al, 2007, Services Marketing, edn 4, Pearson, NSW, pp. 60-61) and a focus on mimising cost may actually see you with poor staff, poor relationships and poor results (pp. 118-122). Understanding how you are perceived by staff and working to keep them happy, motivated and up to the tasks at hand are essential elements for your success.

Ensuring open communication and positive relationships with your suppliers, distributors and other publics may also prove to be a source of competitive advantage.

Being seen by your customers to be a good person and to do the right thing is important for their day to day contacts (it is commonly cited that people choose people they like to do business with) and of course the esteem they hold you in. This is the basis of your reputation which will drive your business positively into the future. It is also the basis for relationship marketing which looks at forming a relationship with customers that ties them to the service, creates higher switching costs and creation of better value (Lovelock et al, 2007, Services Marketing, edn 4, Pearson, NSW, pp.342).

So, take the time to find out how you and your offering are perceived by the important people and groups around you and start to managed those perceptions carefully for the long-term health of your business.

Of course don't foget those you love and those that belong to your social network and general community. For your emotional health and well being, they are the most important and shouldn't be ignored as you strive to build your business (remember Jita Kyoei).

Kind regards
Simon "At Your Service"