Some days it is very tough to focus on the news and current affairs. Terms like double dip recession, consumer dissatisfaction, high gas prices, jittery Wall Street, job creation, lack of growth, real estate concerns, the federal debt ceiling; what do business leaders do with all the challenges as they head into the 4th quarter of 2011?
The answer that separates the North Dakota wheat from the chaff is what is has always been, take care of your employees and have the best customer service in your industry. The best restaurants have the best service. The best retail stores have the most friendly and helpful staff. You can get a great burger in a number of restaurants in Fargo or Grand Forks, but how they serve the meal is incredibly important. A friendly smile is often better than the fries.
It is that simple. Great service separates businesses in only two categories. Those businesses that get it and those businesses that do not. Getting feedback from your people and your clients is very easy to do. Just ask.
Consider doing an employee and customer audit this week by simply watching your people and your customers. Are your employees listening? Are they empowered to react and respond if there is an issue or concern? How is their attitude? Is it positive and resilient? How do they convert problems of any and every size into major opportunities? Now, how do your customers react? Are they enjoying the experience? How many of them are there for the first time? How many have familiar faces?
No matter the size of the business or what products and services are sold, notice how each customer responds when a member of the management team takes a minute to thank them for coming in. Customers love it when they are paid attention to and they want to know you by your first name.
Organizations achieve large rewards when they put both the customer and the employee first!
It is so simple that many businesses don’t realize there is opportunity and growth by involving others in what you do. Let’s keep it simple.
This post is brought to you by the good folks at Dale Carnegie Training of North Dakota, providers of professional development and management development courses and information in North Dakota. We would love to connect with you on Facebook.
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