Why “Why” Matters: The Symbiotic Relationship Between Mission and Customer Service in the 21st Century

We often get caught in the trap of thinking business is all about the numbers. But behind those profit margins and growth charts lies the core of any successful venture: the mission. Confusingly, this crucial element often gets muddled with vision, especially when the mission seems solely centered on profits. But there’s another layer to business success that too many overlook — stellar customer service.

Let’s take McDonald’s, the juggernaut of fast food, as an example. The empire wasn’t just built on a golden menu; it thrived on systematic precision, reliable infrastructure, and a relentless focus on consistency. But, here’s the ironic twist — McDonald’s has often been lampooned for its subpar customer service. And yet, McDonald’s adapts, leaning into automation to deliver consistent quality. And at the very heart of this is the proverbial litmus test: the state of the restaurant’s bathroom.

You might ask, why does a clean bathroom matter? Imagine walking into an eatery, greeted by unkempt tables, smudgy windows, indifferent staff, and a bathroom that’s seen better days. This imagery paints a reality for too many businesses that have allowed their customer service to falter. In neglecting such basic elements, a business corrodes its mission and blurs its purpose, effectively setting the stage for its own downfall. Poor customer service and an inability to maintain even a clean bathroom act as the epitaph for any failing business.

So here’s a call to action, particularly aimed at Black entrepreneurs, whether they’re veterans or newcomers. Let’s step up our game. The mission can’t solely be about money. It should be about the people you serve, the quality you deliver, no matter your price point. High-quality customer service should be non-negotiable.

In essence, the heartbeat of any thriving business is the synergy between its mission and its dedication to customer service. If we can get back to the fundamentals — knowing our “Why,” treating customers like gold, and yes, keeping those restrooms clean — we set the stage for a kind of success that’s not just profitable, but also meaningful.