Continuing with yesterday’s message, after you invest in your employees and they stay with you, leverage that experience and tenure by partnering with them to provide the absolute best service to your customers. Because if they’re well trained, competent, and confident, they’ll feel comfortable putting their personalities into their work and you should be comfortable and confident in allowing them to do just that. To go off script and use their knowledge of your products and customers to provide personalized service. The kind that exceeds expectations in unexpected and helpful ways. Delightful ways. Like when someone asks directions, they’ll take them there rather than to just point them in the right direction. That’s a rather common service practice that more and more companies have adopted; use that example as a baseline and challenge your employees to suggest many more like it. Ones based on their knowledge and instincts. Make them responsible and they’ll take ownership of your service standards – since you can’t get between your employees and guests at that moment of service, it really is all on them. And then stand back, observe, and catch them doing great work. Demonstrably. Putting your money where your mouth is. Adding that kind of trust and respect to your investment will add to their satisfaction and loyalty. And that of your customers as well. Strengthen the partnership with your employees today.
Sir Richard Branson (born 1950): English business magnate best known for co-founding the Virgin Group in 1970, which today controls more than 400 companies in various fields.
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