For any business that provides a product or service to customers, the act of finding, targeting and obtaining new customers is always going to be among its top priorities.
But what many businesses tend to forget is that once a customer makes the first purchase or commitment, there is much more to be done in the customer relationship. Smart businesses know that the first purchase is really just the beginning, and that the real business value lies in retaining that customer.
Getting customers to come back time and time again can be difficult. Providing a great product or service is usually not enough to keep them coming back.
THE HEART OF THE BUSINESS
Quote: “ Always treat your employees exactly as you want them to treat your best customers. –Stephen R Covey
One of the most under-utilised assets of a business is their employee base. Passionate, engaged employees can deliver personal customer experiences that create customer loyalty.
Organizations that treat their employees with respect, give them the necessary tools to do their job and continually demonstrate that they are appreciated will see a workforce that will go the extra mile for the customers they serve.
Unhappy, frustrated workers have little reason to put in the effort. Why should they? If employees don’t feel valued, work becomes drudgery and customers are seen as just part of the daily grind.
Simply put, an appreciated employee is a happy employee. And happy employees translate into happy customers and thus bigger profits for the company.
TWO EASY STEPS
Two easy-to-implement suggestions on how to keep employees happy and ensuring that they provide great customer service:
Firstly, acknowledging how your employees are doing something right is a far more successful path to work excellence, than pointing out what they are doing wrong. Psychology has long proven that people respond far better to positive feedback than to negative.
Secondly, check in with your employees to make sure they have what they need to do their job successfully. Giving your employees the right resources (whether training, equipment) improves their ability to provide customers with the services they expect.
Incon Health employs over 130 full-time staff members with the majority of the employees qualified as Occupational Health and Safety professionals (Operations Managers, Occupational Nursing Practitioners and Social Workers). You don’t need us to remind you that your biggest asset is your workforce – just the same as ours.
One of our primary aims is to ensure that our employees are well looked after ensuring that their satisfaction will translate into customer satisfaction and retention.