| Excellent customer service is a hot commodity in | | | | Make sure that they are greeted in a manner |
| today's challenging economic environment. Your | | | | that indicates you value their business. Work |
| customer relations are truly your only sustainable | | | | areas -- regardless of your business -- should |
| competitive advantage for growth and profitability. | | | | always look clean, presentable and professional. |
| The brutal fact, however, is that 75 percent of | | | | This inspires confidence in your organization and |
| your customers would gladly do business with | | | | the products or service you sell. |
| your competition! Regardless of how low your | | | | Step 2: Set Clear Expectations |
| prices are or how much your service is needed, | | | | Expectations change in business. As the |
| customers will shop elsewhere -- even pay more | | | | marketplace and customer expectations shift, so |
| money -- to be treated well. | | | | do the steps and actions required to meet those |
| However, setting your company apart in a | | | | changing demands. Keeping employees apprised of |
| cutthroat business environment where consumer | | | | changes in expectations is key to employee |
| loyalty has gone out the window is possible! One | | | | satisfaction. Clearly communicating revised |
| way is to treat employees the way you expect | | | | expectations will alleviate a tremendous amount |
| them to treat your customers -- and each other. | | | | of stress in employees who typically strive to do |
| When employees are treated well, they're much | | | | a good job, but who need to understand what |
| more likely to model those behaviors and pass | | | | that entails in order to succeed. |
| those good vibes on to customers. And they'll feel | | | | Consistent follow-up to maintain accountability is |
| good about working for your organization as well. | | | | also a critical element of this key step. There's |
| Savvy leaders understand that quality employee | | | | nothing more frustrating than being reprimanded |
| relations create a quality customer experience. A | | | | on Monday morning for doing what was |
| happy worker is a more productive worker who | | | | acceptable Friday afternoon. |
| takes ownership in their job and the company, | | | | Step 3: Be Appreciative |
| and in turn, serves customers because they | | | | Lack of appreciation, whether real or perceived, |
| perceive them to be "our customers" rather than | | | | has caused many valuable employees to seek |
| simply "the company's." Strengthening employee | | | | employment elsewhere. Recognition is the ultimate |
| relations will go a long way in strengthening | | | | Performance Excelerator(TM). A simple thank you |
| customer relations. Here are three simple ways to | | | | for a job well done can alleviate much of that |
| keep in mind. | | | | feeling of neglect. Just as employees are |
| These rules apply to all customers -- internally and | | | | expected to thank a customer for their business, |
| externally. | | | | the same should hold true for employees. Taking |
| Step 1: Make a Superb First Impression | | | | the time to say "thank you" for a job well done, |
| First impressions are lasting impressions. Attracting | | | | diligence in getting to work on time, going the |
| -- and keeping -- quality personnel begins the | | | | extra mile, or anything else the employee does is |
| minute that prospect interacts with your | | | | a simple, yet priceless, means of showing |
| organization -- whether they call on the phone or | | | | employees how valuable they are. And they won't |
| walk through the door. Creating an appealing | | | | forget to show the same appreciation to your |
| environment and a relaxed and supportive | | | | customers. |
| atmosphere is the first step toward boosting | | | | Customer retention is challenging in today's |
| employee morale before an employee contract is | | | | marketplace. But there are ways to building |
| ever signed. An environment or respect that | | | | strong employee relations while developing their |
| advocates growth and cultivates the human spirit | | | | skills to serve customers. |
| is sure to attract and nurture successful | | | | Consider it the golden rule of customer service... |
| employees. | | | | Do unto your employees, as you would have |
| This carries through to your customers as well. | | | | them do unto your customers. |