Are your employees happy at your company?
This question directly affects how well your company does. Happy employees = happy customers.
Skeptical? When's the last time you talked to a customer service representative from a utility company and enjoyed the experience?
Exactly. The customer service reps at Comcast seem to hate working there. The stockers at Jewel seem to despise their employer. The cashiers at Dominick's can't believe you have the nerve to use their line and force them to work.
If your employees can't stand being there, how can you expect your customers to have a good experience?
I love going to Trader Joe's. I mean that. I enjoy being in their store. The lighting is bright, the price labels are colorful, and the employees love being there.
They see you in the aisle, greet ya with a big smile, and see if there's something you need help with.
The cashier isn't thinking about how many hours she has left on her shift. She's chatting with you about how awesome Tuesday's 63 degree weather will be. About how great the clementines have been this year.
Are your employees happy at your company? If not, see how you can help.
(if you think I've been talking a lot about Trader Joe's lately, think about why. Isn't your goal to get people talking about you too?)
Comments
It's kind of a lame
It's kind of a lame comparison to use here, but it's like the family that plays together, stays together. Get an atmosphere of belonging and worth with your employees and it's bound to show through to the experience of your customers.
And if any business doesn't think that's worth the time and effort, then they won't have to worry too long, as the customers will soon disappear to somewhere that actually offers the *service* part of customer service.
@Danny - You hit it right
@Danny - You hit it right on: "And if any business doesn't think that's worth the time and effort, then they won't have to worry too long".
Seems companies think this is the least important aspect of their business, when it's really the most important. Screwing up here will snowball into much worse (as you describe).
(I like the family comparison :)).
Tim: You're right about
Tim:
You're right about Trader Joe's. We don't have it in Miami, but I've become a customer and a fan during my trips to North Carolina. They're clearly doing something right.
@Mario - Yeah, they
@Mario - Yeah, they definitely are. I think it starts with the fact that they care.
Many companies think that the
Many companies think that the only key to happy employees is paying them well. The truth is that it is more respecting each person as an individual and with respect. After all, isn't that what we all want?
@Susan - I would have to
@Susan - I would have to agree!
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