It would be very easy for companies to decide to focus their efforts on what is visible to their customers. In most cases this would be their products and marketing them. Certainly, ensuring companies have a quality product should be a concern. Additionally, how those products are shown through marketing plays a huge role in having a successful business. If the customers are not interested in what a company has to offer, then why should they be concerned with what is going on internally?
Many companies believe that hiring the right people is a secondary concern because customers do not directly see the role they play. This may be true in some cases where the company can redirect company resources and effort to an area that need it. However, there are some major downsides to consider as well. Even if more personnel are able to work on solving problems within the company, they may not be the best people to be doing the job. As a result they could be inefficient or unable to complete what is needed at all. Spending the time to ensure the right people are hired saves time down the road when they can do high quality work efficiently.
It is very important to make sure that the market is aware of what your product is, how to use it and why the customer needs it. This honestly should be the main focus but at the same time the selection process cannot be forgotten about. It is important that you choose employees who genuinely fit the position and will work effectively.
I think you make a good argument for this mindset when you say that the customers don’t see the employees so staffing should be less of a concern than the parts of the company that the customers do see. Companies that don’t look at staffing concerns are more focused on their external or customer-facing departments. Good post!