Customer Focus

Building strong customer relationships and delivering customer-centric solutions

We all have customers. If you don’t interact directly with those who purchase our products, you probably support people at LII who do.

We know our customers are important, so why do we need customer focus? Because other things can distract us from focusing on our customers – piles of work in front of us, pressing deadlines, and day-to-day tasks.

It’s natural to make decisions based on our own perspective – our workload, our needs, our time. This competency helps us get out of our own heads and step into our customers’ shoes. It’s about keeping our customers top-of-mind, anticipating their needs and exceeding their expectations.

Customer Focus at LII

Here's what a group of LII leaders had to say about Customer Focus:

Know your customers.

Be clear about who they are, what they want, their point of view and experience. If you don’t know them well, go find out. Ask good questions. Get their opinions. Seek to understand. Understand that there will be differences among your customers, so one size may not fit all.

Know your customers.

Be clear about who they are, what they want, their point of view and experience. If you don’t know them well, go find out. Ask good questions. Get their opinions. Seek to understand. Understand that there will be differences among your customers, so one size may not fit all.

See things through a customer lens.

In everything you do, keep an eye focused on your customers’ perspective. How will this decision/change affect them?

See things through a customer lens.

In everything you do, keep an eye focused on your customers’ perspective. How will this decision/change affect them?

Advocate for your customers.

Go beyond understanding what they need to proactively delivering what they need. Express a can-do attitude. If our customers are successful, we are successful.

Advocate for your customers.

Go beyond understanding what they need to proactively delivering what they need. Express a can-do attitude. If our customers are successful, we are successful.

Keep your balance.

You can’t lose sight of other important objectives and competencies while you are focusing on the customer. Do the right thing for your customer – balancing what is best for the company overall.

Keep your balance.

You can’t lose sight of other important objectives and competencies while you are focusing on the customer. Do the right thing for your customer – balancing what is best for the company overall.

How can I apply Customer Focus at my level?

Customer Focus has slightly different characteristics based on your job level. Click the button for your level.

Seeks to understand the reasons for customers’ choices

Asks questions to accurately identify customer needs

Prioritizes work based on customer requests

Meets customer requirements

You can download a list of all competencies for your job level on the Definitions By Job Level page.

Go to Definitions By Job Level

Searches for ways to improve customer service

Follows up with customers to ensure problems are solved

Independently anticipates and meets customer needs

Internalizes customer feedback and provides innovative ideas to meet their future needs

You can download a list of all competencies for your job level on the Definitions By Job Level page.

Go to Definitions By Job Level

Addresses gaps in the workgroup’s ability to meet emerging customer needs

Gathers customer satisfaction input on behalf of the team

Holds others accountable for meeting customer needs

Aligns business processes to work with those of customers

You can download a list of all competencies for your job level on the Definitions By Job Level page.

Go to Definitions By Job Level

Creates a sense of urgency throughout the organization on the importance of meeting customer needs

Ensures that organizational resources and support are focused on meeting customer needs

Establishes organizational alliances or partnerships with key customers

Fosters a customer-focused environment

You can download a list of all competencies for your job level on the Definitions By Job Level page.

Go to Definitions By Job Level

Continue Your Learning

Visit the Development Resources page to find out how to learn more.
Go to Development Resources