Some service industry heuristics:
- The critical commodity is the talent pool, so talent management is the firm's core competency.
- Risk management of the talent pool outweighs shareholder returns in the short-term. (Often paraphrased: employees come before shareholders.)
- Colleagues are customers. If the firm treats employees first, then nothing less can be expected of individual employees.
- The result of the firm, and its staff, treating each other as a customer... results in a environment of hospitality that has only one remaining vector along which to depressurise: towards the consumer.