A simple observation of the employees’ behavior says a lot about how they are treated by their bosses. If the employee is sad faced, indifferent to the fate of the customer or demonstrating volcanic tendencies; that says enough without having to check out the back staff. In whatever you choose to do in business, it is critical that you constantly focus on the best reason why you should treat your employees well.
Remember that your employees are the actual soul of the business. The biggest challenge I have constantly come across in developing best customer service practices in most companies is when the employees are grossly demotivated by the mean conduct of their immediate supervisors or negative attitude of their bosses. Unhappy employees are a major risk to your business credibility.
The truth is that your workers will treat your customer the same way they are treated.
The service team usually poses questions like:
1. Why should we care more about this business when the owner or manager doesn’t show that they care as much?
2. Why should we be nice to customers when our bosses are rude to us?
3. When we are treated as outsiders to the business, what should motivate us to act like insiders?
4. How can we act confidently and enthusiastically when we are constantly subjected to intense intimidation from our bosses?
It is about time you learn to thank your service team and find ways to let them know how important they are. Treat your employees with courtesy and I bet that they will have a higher regard for customers.
Appreciation flows from the top just like family values are built from parents to children. Treating your employees well is as important as it is to treat your customers well. Employees draw their inspiration or demotivation from management. Do you greet your employees enthusiastically each day [with the john Wanamaker trade mark hearty ‘good morning’]; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak?
Consistent rude customer service is a reflection not as much on the employee as it is on management. Employees can be unpleasant. If they get pushed around and treated wrongly, they can choose to spend more time trying to “get even” than trying to get results. They can deliberately do things to drive your customers away; unhappy employees will drive away more business than the business owners brings in through advertising.
Every employee should be inspired to protect and preserve the customer’s trust and loyalty.
Should you ever forget the best reason why you should treat your employees well, at least strive to remember this;
treating employees well is the golden hammer; it will open any door.
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