Generally, we are happy to repeat good experiences but not bad ones. Often the difference between a good and bad experience comes from the people we deal with. No amount of verbiage in mission or vision statements will overcome a rude or ill-mannered employee.
Employees are the vital front line and happy and engaged employees make that extra effort, which usually translates to happy--and repeat--customers.
If you can't make the customer happy, the rule is not to turn what is often a disappointing experience into a disgruntled one. Appreciative customers usually return, whereas disappointed and disgruntled ones usually don't.
Research indicates that happiness pays. Happy and engaged employees are more of an investment than a cost.
Most organisations evaluate an investment using the Net Present Value method, where the present cash outflow (the investment) is measured against the present value of the future cash inflows generated by that investment. If you look at employees--and the cost of training them --that way, they represent an investment in future cash inflows.
The saying "A company is only as good as the people it keeps," can be a good guide to an organisation's approach to employees and the return on investment they generate.
As Herb Kelleher, the CEO of Southwest Airlines puts it "If the employees come first, then they're happy...A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders."
Repetition results in results, and experiences--good and bad--add up.
QUOTES TO CONSIDER
"Deliver WOW through service." A core value of online shoe retailer Zappos.com
Do you WOW the customer and win high praise, or bow to convention and its less satisfying ways?
"Always treat your employees exactly as you want them to treat your best customers." Stephen Covey (1932--), best- selling American author.
How are you treated, like the best or no better than the rest?
A STEP TO TAKE
Do you or your employees pass the investment test, what do they return? We can help you with your investment. Just one call to us is all it takes!
Australasia’s Passion Provocateur ©