“Always treat your employees exactly as you want them to treat your best customers” Stephen Covey (Author of The 7 Habits of Highly Effective People)
Successful organisations are clear on how their customers should be treated, spending time on forming strategies, training their teams and developing customer relationships.
By treating their customers well, organisations experience growth in revenue and a loyal customer base, so it stands to reason that if you treat your employees with the same attitude, you will be rewarded in the same way – increased business growth and success.
By mimicking your approach of customer service excellence to how you manage your employees, the result is a loyal satisfied team and a reputation which will be appreciated by customers and job seekers alike.
In the same way, as you do it with your customers – you listen to them, you reward them, and you nurture your relationship.
Start by listening – We all know that active listening skills are vital in customer interactions but when was the last time you really listened to your team? Your team are best placed to come up with cost savings, process improvements and marketing ideas. By involving them in discussions, listening to their suggestions and being attentive, the result will be improved talent retention, increased job satisfaction and improved customer service.
Introduce rewards that acknowledge your team’s skills in delivering the organisation’s vision and business results. For example, in a sales environment have you considered having a commission structure influenced by customer satisfaction and feedback, not just sales volume? It allows your team to have confidence in the organisation’s approach and have their “extra mile” acknowledged.
Invest in your relationship – This could involve training and development, an appraisal system, or even a regular social activity such as quiz nights or a football team. Showing your team that you value them will result not only in loyalty, but also in attracting the top talent when you do need to recruit.
Communicate a consistent message to ensure that your team understand and buy-in to the organisation’s goals and ethos. Adjust the method of communication to suit each team but ensure that the message is the same.
By respecting and valuing your relationship with your employees in the same manner as you do with your best customer, you will be rewarded with a team who care about their organisation, and demonstrate that by striving to do their very best. What more could you ask for?
Where do we fit in?
Well, of course, we don’t have to but if you would like some help embedding these changes in your business and really getting the best out of your people, we are here. We love getting a business’ people strategy working and have experienced some striking results. Whether you would like an initial free, one-hour consultation or you would like to meet to discuss working together on an ad-hoc or strategic basis, we have it covered. Please contact us.