Your CUSTOMER Satisfaction Is Tied To Your EMPLOYEE Satisfaction
Your CUSTOMER Satisfaction Is Tied To Your EMPLOYEE Satisfaction
valuable and we vote with our wallets. A wise businessman once told me that EMPLOYEE SATISFACTION is
the primary ingredient in CUSTOMER SATISFACTION. Employees create an environment that sets your business apart from your competition. It is truly a compliment when your customers want to work for your company. It is your customers who are measuring your performance daily based on their past experiences. They will notice any change in your business long before your computer will know. How many advertising dollars does a new customer cost? Is this an investment in replacing business or adding to your business? Once an existing customer leaves it is almost impossible to get them to come back. That cost is tremendous, yet it never appears as a line item on your financial reports.
OBSERVATIONS
As business people we are constantly critiquing the places we frequent. We judge with a high degree of expectation,
airlines, hotels, restaurants, retail establishments and service providers who we choose to spend our money with. We
even go so far as mentally injecting ourselves into their management team so we could improve their business. That’s because WE are now experiencing their FRONTLINE. Yet we don’t see the value in experiencing our own
FRONTLINE from the customer’s perspective. Why do we see things more clearly when we are not in control of the results, yet make excuses for the weakness in our business? A few months ago I went to a restaurant that had only been open a few weeks. Usually that’s the best time to test a new business as the staff should be new enough to maintain their enthusiasm. Usually there is an abundance of managers and owners on site so they can make the best impression and adapt the business to reality. Usually the foodies, local celebrities, and a food critic or two will be in attendance to test the waters. It was apparent that the investors had committed a large amount of capital to this endeavor by the design and overall appearance of the place. It was a work of art, quite striking. The management was particularly proud of their “show kitchen” where the diners could watch the chefs prepare the meals they were in anticipation of. They were all behind large panes of glass. What the owners did not anticipate was that this was also a “show kitchen” for their idle staff members who had positioned themselves behind those panes and were fooling around, flirting, and generally acting unprofessionally. This was the impression that stuck with me. I never returned. How many of you have had this type of experience and are you aware that similar events are happening in your business. This restaurant is no longer in business, I am not surprised.
Your CUSTOMER Satisfaction Is Tied To Your EMPLOYEE Satisfaction - To learn more about this author, visit Gary Silverman's Website.
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The “Monday Morning Quarterbacks” run to the mailbox to make their opinion known. Chronic complainers should not be running our businesses. How many surveys do YOU get and personally complete? Not Many. Our time is too
valuable and we vote with our wallets. A wise businessman once told me that EMPLOYEE SATISFACTION is
the primary ingredient in CUSTOMER SATISFACTION. Employees create an environment that sets your business apart from your competition. It is truly a compliment when your customers want to work for your company. It is your customers who are measuring your performance daily based on their past experiences. They will notice any change in your business long before your computer will know. How many advertising dollars does a new customer cost? Is this an investment in replacing business or adding to your business? Once an existing customer leaves it is almost impossible to get them to come back. That cost is tremendous, yet it never appears as a line item on your financial reports.
OBSERVATIONS
As business people we are constantly critiquing the places we frequent. We judge with a high degree of expectation,
airlines, hotels, restaurants, retail establishments and service providers who we choose to spend our money with. We
even go so far as mentally injecting ourselves into their management team so we could improve their business. That’s because WE are now experiencing their FRONTLINE. Yet we don’t see the value in experiencing our own
FRONTLINE from the customer’s perspective. Why do we see things more clearly when we are not in control of the results, yet make excuses for the weakness in our business? A few months ago I went to a restaurant that had only been open a few weeks. Usually that’s the best time to test a new business as the staff should be new enough to maintain their enthusiasm. Usually there is an abundance of managers and owners on site so they can make the best impression and adapt the business to reality. Usually the foodies, local celebrities, and a food critic or two will be in attendance to test the waters. It was apparent that the investors had committed a large amount of capital to this endeavor by the design and overall appearance of the place. It was a work of art, quite striking. The management was particularly proud of their “show kitchen” where the diners could watch the chefs prepare the meals they were in anticipation of. They were all behind large panes of glass. What the owners did not anticipate was that this was also a “show kitchen” for their idle staff members who had positioned themselves behind those panes and were fooling around, flirting, and generally acting unprofessionally. This was the impression that stuck with me. I never returned. How many of you have had this type of experience and are you aware that similar events are happening in your business. This restaurant is no longer in business, I am not surprised.
Your CUSTOMER Satisfaction Is Tied To Your EMPLOYEE Satisfaction - To learn more about this author, visit Gary Silverman's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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