As consumers, we have certain expectations, mostly centered around being served promptly and treated with courtesy and respect. But when listening to people talk about their consumer experiences, it seems there are more complaints than compliments. It’s a constant struggle to create an excellent service culture and I have to believe it’s because those service employees reflect their inhospitable surroundings. If you want the people who work for you to be nice, try treating them nicely; if you want them to smile, smile at them; if you want them to be prompt and attentive then make sure you get back to them quickly and accurately when they have questions and needs; if you want your customers to feel like they got a good deal then don’t nickel and dime your staff, and if you want satisfied customers then make sure your employees are satisfied. These kinds of things start ‘at the top’ so do your part in creating a culture of service excellence: give your employees hospitable surroundings and they’ll do great things today.
Dr. Orison Swett Marden (1848–1924): American inspirational author who wrote about achieving success in life and founded SUCCESS magazine in 1897
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