Org charts are upside down

I have seen many org charts (organizational charts) over the years. Traditionally the most senior person is at the top and it cascades down to the line staff. Okay, that makes some sense to have the boss at the top. Those who report to him/her are below and so on down the line. What's the problem with this structure?

First and most important, where does the customer fit in? In most companies, the customers interact primarily with the line staff. The customers' primary interface with the company is customer service staff, front desk personnel, sales representatives, waiters, greeters and cashiers. I don't know about you but in all the years I have purchased items from Apple, I have never got close to interaction with Steve Jobs.

Based on the traditional structure of org charts, we are placing the customer at the bottom of the chart. In fact, we ought to be putting them at the top. Without the customer, the organization is nothing (or at least soon to be). Moreover, who needs whom more at the company? The sales rep is perfectly capable of performing their job without the President and CEO. But the President relies heavily on the team of customer service representatives to take care of the customers.

When you take the traditional org chart and turn it upside down, you create an interesting visual image. The customers are now at the top where they belong. The essential customer service team are below them to support them. The executive team is at base, forming the foundation to support the rest of the company. If you are the leader of a company, start thinking of your position as the stabilizing *ground floor" of your organization, not the executive suite in the sky.