“We are a service organization, but it’s not spelled S-E-R-V-A-N-T-S.” Patty McCord

One of Patty’s biggest lessons from her time at Chief Talent Officer at Netflix was that people in service functions such as HR, Finance, Marketing, IT must be business people first.

Too often in Patty’s experience such functions were almost treated as separate to the business.

In her mind people in service functions “had to know the customers’ needs and desires as well as the product managers. They also had to have the same level of understanding and feel a deep connection to creating the product.”

Service to the customer, not servants to the business, is the goal.