Do They Really Understand?

Do your employees really understand the cost of a lost customer? Do they realize what financial strain it puts on your business and investors? If they dont then they need too! I have seen with too many companies that employees that deal with their clients and customers dont realize how much it costs the companies bottom line to lose that customer. This effects the employees customer service behavior.

These are some really basic tips that we all forget sometimes when we think of what needs to be known and what dosent in managing our business. Well really as your bottom line should be information that just about everybody knows! Espically your front line, your Customer Service Reps or Client Account managers, what ever your title is for these positions you need to keep them more informed on the costs of their jobs. This way they will want to be more productive if they think they are a profit center. It gives them the feeling of belonging and they are important.

Go into work tomorrow and try this new approach. Start information loading with your employees and create it in steps. Teach something with each new peice of information. Example: Start with your managers on employee rentention. Then work your way down. Take the step that you constantly enforce quality with your client and customers. Remember to stress that no matter what customer walks in the door they get the same great fantastic service that you give to everyone that walks in the door. Dont leave room for slips, hold them accountable and when you stressing the dos and donts make sure to give them the information to make them feel powerful in making great changes with the company. Like ok rention costs us a lot to retain current customers. What we need to do is take step 1 and do this. So it will save us this amount of money.

It use to be in the past that we would hide information from our emloyees because we thought it was protecting company formulas, but its hard for quality employees to do quality work with out quality information. Dont think that if you teach someone what you know it will back fire on you. It wont it will in deed help you succeed.