One of Peter Drucker’s best known contributions is a list of the right questions. One of the right questions is, "Who is your customer?" Do you know who your customer is? Some of us do, but many of us are really designed to settle for whoever shows up.
Loved this line from a New York Times article on Herb Kelleher’s (the founder of Southwest Airlines) retirement. When asked what has kept Southwest successful all these years, Robert W. Mann Jr., the president of R. W. Mann & Company, an airline consulting firm said:
“The single focus that has kept Southwest on the road to success is
that they always knew who their customers were: they were people who
had to make the choice to either fly or drive."
Do you know who your customer is?