Listen to and know your employees; it helps with customers

When it comes to determining employee satisfaction and how well they are engaged in your business, it’s a relatively easy exercise – particularly when it comes to the world of retail and restaurants:

When it comes to determining employee satisfaction and how well they are engaged in your business, it’s a relatively easy exercise – particularly when it comes to the world of retail and restaurants:

Just ask your customers.

For the most part, your customers feel the effect of your processes, management style and how your employees are treated. Sure, there are employees you may have screened and ultimately hired who end up not being good at customer interaction, but for the most part those people are let go or they vote with their feet and leave.

For employees you want to retain, it’s important to not create barriers that inhibit creating positive customer interactions.

One of the first places to look is your processes. Have you created onerous procedures that are overwhelming and self-serving for one department but do nothing but frustrate your employee and, ultimately, your customer?

If you’re getting feedback from your employees about such a process – listen to them.

Most likely, any consumer has interacted with a retail employee trying to explain a procedure that makes no sense to either side of the transaction. While the employee and the customer may collude in their shared frustration, it’s the business that will take the hit.

Another place to examine is with managers and supervisors. Do you have the right people in place that can make the job as positive an experience as they can for those they lead?

It’s a given in most retail jobs that the pay is relatively low compared to many occupations, and the position may or may not include benefits.

So, what can incentivize someone to stay with you and, most importantly, be a positive influence in the customer’s experience?

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