Hi, Gary King business mentor here, helping business owners have the freedom to choose how, when and where they work.
So, what I want to talk to you about this morning is this; look after your staff and they will look after your customers. Now what do I mean by that?
Start with your staff
Most of you are focusing on looking after your customers to retain your customers, and to increase the value that your customers spend with you. But it’s got to start at home, it’s got to start with the staff because you literally can’t do everything.
You can’t keep an eye on every phone call, every email, every order and every dispatch, you’ve got to start with your staff. Now I’ve been doing some work with a client recently around increasing their client engagement and increasing their customer satisfaction, but it’s got to start with staff engagement.
Ask for feedback
And so what I’ve done, and this is just a quick tip for you, is there’s plenty of tools out there on the market like Officevibe for example, but simply talk to your staff.
Ask for feedback regularly from your staff about how they feel about your business and working in your business. Is it the most amazing business to work in? Are you a great boss? Is it a great place to be? And they never see themselves working anywhere else? Or is it somewhere that they’re just existing and they can’t wait for a better offer to come along?
The fact of the matter is, if it’s the latter, those people are not going to look after your customers. So you’ve got a problem. If it’s the former, those people are going to look after your customers. So what I want you to do is think really, really hard about are your staff motivated? Are they focused? Do they feel like it’s the best possible place to work? Because if they do, they’re going to look after your customers and you’ve got staff for life.
If your staff are just existing, then they’re going through the motions, and at some point it’s going to cost you either in loss of customers, lack of winning new customers or staff moving on that you then need to replace and pay handsomely for so. Listen to your staff, get them engaged, have your company be the best possible place to work and your customer satisfaction is going to look after itself. I hope that’s been of value. Take care for now.
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