The most important ingredient in marketing to make a business grow is customer service. If you have poor customer service your bottom line will definitely show it.
While it is not always easy to get the buy-in from all team members to give great customer service, it is essential, not only to the growth of the business, but also to the overall workplace environment.
I am sure you will agree it is a much better feeling to have made a customer happy and feel good than to have a customer leave upset or dissatisfied.
In my place of employment we choose each day, and each moment how we are going to treat those who walk through our door and those with whom we work. Every employee knows that it is up to them to make the experience exceptional for our customers and their co-workers.
It is the culture that you choose for your workplace that sets the tone, and that culture begins with the owner of the business. The culture has to be shown to and experienced by each team member individually. This way they can experience how it feels so they will be able to pass it on to the customers and their coworkers.
It is the experience of witnessing someone “walk the talk” that makes the difference. It is easy to tell your employees, “You must smile and treat each customer as if they were your grandparent”. However, if they see the business owner and management truly live the culture each day with all those they encounter, it will impress upon them how they are to act.
It is important that employees are not just told how they should act, they must be shown how and experience it themselves.
What talk does your walk say?