We live in a small world that is getting smaller all the time.  The more I read about the different topics important to HR such as engagement, retention, and attracting talent the more and more I am beginning to see that Human Resources plays a major role in an organization’s success.

I wrote a post a while ago regarding HR’s role in controlling employer brand.  I am also of the opinion that a brand is the culture of an organization and the culture is the character.  Character is typically related to an individual’s integrity and core values.  But if culture is to the company as character is to the individual, doesn’t every organization have a character too?  Character then drives reputation and a company’s reputation has everything to do with its success.  HR directly affects this reputation. 

I recently read an interesting article that discusses growth strategies and defining employee engagement.  The first few paragraphs really intrigued me because it refers to a successful company who has a strategy that HR can truly embrace and nurture.  Employees come first and this supports the idea that the culture starts there, and therefore, with you. 

How much does Human Resources have to do with customers, though?  Is there a direct correlation?

Going back to my first statement, this world is small and getting smaller everyday.  You never know who may someday become a customer, who chats with a customer regularly on Facebook, and how the way you deal with people will impact a customer relationship.  It is no different than an individual living life filled with integrity and values.  If you do the same with everyone you interact with, candidates and employees alike, you boost the reputation of your company and may even directly impact a customer relationship.  I read this article about how a candidate’s interest in a position and the lack of follow through by HR caused the company to lose a client.  It really made me think about all the ways that HR contributes to the business as a whole and how your actions can really affect relationships, even if you don’t know it.  This article should be food for thought about the importance of your role.

Have you considered the direct correlation between your actions and your customer relationships?  Do you believe there is a correlation?  Do you have any experiences that reflect how your actions impact your customers?