Many years ago I was in a presentation by Scott Ragan on outstanding customer service when he said something I’ll always remember – “Happy employees equal happy customers.” Sounds a little too simple, doesn’t it? Almost Doctor Seuss-ish huh? Scott expanded this simple idea as he frantically paced the room. Employees that are getting their needs met (i.e., adequate salary and benefits, fulfilling work, opportunities for growth, etc.) are able to focus on the customer and not the company’s shortcomings. And you better believe that unhappy employees will eventually tell your customer about your company’s shortcomings. A natural corollary to this idea is employees that are treated well by their supervisors are more likely to reflect that positive behavior in their interactions with their customers. Think about that for a second – your employees will treat your customer they way they are treated. Is your company providing outstanding customer service or is there room for improvement? Do you want your employees to give great customer service? Great customer service starts with you. Treat your employees well and they will carry that positive interaction to the customer. I guarantee your retention rate will skyrocket as well.
Sam Murray
Award-winning Graphic Designer and Writer Archives
February 2015
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