Remember: Whether your company is large or small, everyone of your employees is a sales representative, all the time. Do you train your people to welcome guests, even if they are not front facing? Are all your employees trained and empowered to provide the highest levels of customer service… to everyone.
Customer service is normally an integral part of a company’s value proposition, therefore should be evident in every interaction… from the warehouse to the board room. What happens when a client/customers interacts with the lowest paid employee? The dishwasher may not every come in direct contact with your customers… but happens if/when they do? Hopefully your entire team has the ability and is encourage to provide great service.
The nations largest employer, Wal-Mart, seems to often mis the mark. I rarely need or ask for help when shopping there… but it would be nice to be recognized, with a simple “Hello, are you finding everything?” Wal-Mark can get away with providing low customer service because their prices are constantly the lowest… or can they? I think it’s safe to say, most discount retailers are not expected to offer good customer service.
What type of business are you in? Do you know what level of service your customers’ expect?
Money should not be the only factor, if at all. There are many companies that have low price points, but offer “best in class” service. This is especially true in ultra-competitive markets, like fast food for example. Many, if not most, fast-food restaurants work hard to keep their customer service standards high. Chick-Fila is one that sticks out… each and every team member seems to want to make sure their customers are treated like “guests”. Their signature “My Pleasure” personifies their effort to make people feel good and want to come back.
All in all, most business owners would like to think that their employees are treating each customer well and providing great service. Besides ongoing training, one of the most important factors in the struggle to keep customers happy is to make sure your employees are happy.
Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. This attitude of employee appreciation has to come from the top… treating customers and employees well is equally important in many ways.
Do you have any examples of ways to improve customer service?