Roots, 3rd, and 5th’s

Playing the bass, and music in general, there are notes. Music has scales, fifths, perfect fourth, octaves, etc. In the organization it symbolizes a set of connected functions, all that must fit together to work well, and in the case of music – sound good.

Years back someone had the idea to say we are each other’s customer. Any good business meets the customers needs. Bob from accounting can demand help in the same way as he can from is internet provider. Bob paid and is paying his money, so being a customer gives Bob the sense he is owed quick attention (no matter what). Right?

Well wrong really. The employees of a company are not each other’s customers. We are not trading help or money to each other. So, to me I think it is rather a bad idea to use. The we are each other’s customer misses a critical concept – we are more a football team or orchestra.

In an orchestra, there are many instruments that produce different sounds. They play notes and all those fifths and octaves. Each member must play their instrument and music well and correctly and together. This places the responsibility on each person to full fill their role and part in playing the music.

Customers are consuming services and goods. The paid a cost for this. It is I paid $25 to get that pizza in 30 minutes or less, so meet my needs and expectation.

The orchestra is a community, a collective of individuals working together in a join way to produce music. It is working together towards a common goal. Customers individuals with individual expectations.

Which model and ideal do you want your company and team to follow, a community working together or individuals with expectations?