Good Customer Service Starts & Ends With Your Employees
You want a thriving, successful business. But that can't happen without great customer service. The business owner may know how he or she wants their customers treated, but they're not always at the center of every transaction. So, your employees need to be on board with your customer service philosophy.
That means training. That means consistent training meetings to keep everything fresh in their mind.
What? You don't have time? You have to make time. Schedule weekly or semi-weekly meetings with your entire staff. They need reminding.
Your employees don't have much of a stake in your business other than they want to keep their job. So, you must instill in them your vision for your business. They must be reminded about what it will feel like to be a part of a business that everyone in your community loves and refers others to.
Customer service is just as important as other parts of your business - sales, marketing, accounting, human resources, your online presence, etc. It can't be left on the back burner. It can't be something that you hope is happening.
I've always said, why not implement some sort of profit sharing within your company? That way, your employees have more of a stake in your success. And isn't making sure your good employees are taken care of... just the right thing to do anyway? But... maybe that's not possible in your situation. I understand. So, help your employees care about what you stand for. And don't be a scrooge, pay them what they're worth. If one of them walked out on you today, would it hurt? If so, maybe they need a little bump in pay.
You have to give them an opportunity to care about your cause... almost as much as you do. When EVERYONE treats your customers like they are GIFTS... that's when customer service will soar. And what happens then? It translates into repeat business and REFERRALS!
Have a great day!
Local Marketing Cafe