Respect your staff and your customers
Two of the most important tenants in business are to treat your staff and your customers with respect and consideration. When successfully executed, a business will begin to realize its true potential.
Pay your staff accurately
Your employees are employed to do a job. It is vitally important to pay your staff accurately. If paychecks are issued in hardcopy, they should be released as early in the day as possible to allow the employees the opportunity to get to the bank on their lunch or afternoon break.
If your business is struggling, or in slow period, remember, your employees should be paid first, before you. It is important to pay staff on time, and in full every time.
Empower your staff
Keep your employees current on work related matters. Bulletins from suppliers that provide information of products or rebates and recall notices are important tools for your staff to assist your customers.
Empowering employees with more information instills the feeling of trust which will in turn encourage staff to work hard for both your customers and therefore, you.
Listen to your staff
Be a good listener! Listening to, and acknowledging what your employees had to say can have a profound effect on your business. Tom Peters of the “In Search of the WOW”, states that the most successful companies listen to the ground or frontline employees. These companies will reward employees when good ideas are suggested and incorporated into the company’s business model.
Reward your staff
Rewarding employees is important and it does not need to be monetary. Telling employees that they did a good job can go a long way to increasing employee satisfaction. It is helpful to take opportunities to thank your staff. Be that at a Christmas party, staff barbecue, or a meeting, a few words thanking your staff for a job well done, and perhaps singling out an exemplary employee for credit, will encourage other employees to step up their games.
When employees feel appreciated and respected they will have a greater tendency to perform at a higher level and are more likely to enjoy coming to work with their attendance greatly improved.
Happier employees generally result in happier customers, and your business can only benefit!
“Take care of your customers and your bottom line will take care of itself” said John Verde, USPTA Master Tennis Teaching Professional and President of Strokemaster Tennis products. What is taking care of your customers and how does one go about doing this?
Listening to what the customer is saying or asking for is very important. Have you fully comprehended what was said and reasonably acted upon the information?
When shortfalls occur in customer service, it is important to acknowledge it and rectify the situation as soon as possible. An apology to your customer is also warranted. Be open and honest about what happened and offer a solution as to how you will deal with their problem.
Occasionally, offering a small discount or adding a “little extra something” can go along way to appease the customer. Often, an apology will suffice.
Respecting the customers; time is also very important. Handling requests as quickly as possible reducing any delays for the customer especially if they are waiting for a specific order or product may result in a less frustrated customer. It is also very important to keep the customer up to date with how the situation progresses.
Be sure to thank your customers for their business and let them know that you appreciate their patronage. By keeping your customers happy, they will likely become repeat customers and there is a good chance they will recommend your business to their friends, family and coworkers.
Word of mouth is one of the best types of advertising available. The above simple tips can set you on the path to maximizing and capitalizing on that very profitable tool.