Keeping your customers happy is a key facet of running a well-respected, profitable business. But…
In the era of big business, there is an implicit impersonality between consumers and workers. Companies that have millions of customers, approach the responsibility of customer service quite differently than traditional small business owners, who know each of their regular customers by name. The ability to inject that nostalgic sense of community and camaraderie into a massive company gives them a major advantage over their competitors. Employees want to be associated with a popular brand and they want to believe in a company enough to promote it to friends, neighbors, and even strangers they might happen to meet.
There is no reason to allow customer service or satisfaction to diminish, simply because your company has grown in size; you should see that extra size as a push in the opposite direction. Bigger companies can provide exceptional service to more customers, as long as they are sure to keep their employees happy enough to spread the word in a positive way. Excellent customer service will obviously come as a result of excellent employee training, but this is not limited to product knowledge or interpersonal skills. Employees advancement and knowledge is a vital asset to a company and as an asset, money should be invested to keep it secure.
Extensive company training that thinks outside the box is essential; the more experience and knowledge that an employee can acquire, the more valuable they will become to the company, not to mention the extreme loyalty providing this is likely to inspire. One of the best vehicles to achieve this goal is by making your employees the best in the business.
Short-term thinking might seem like the best way to get ahead in the fast-paced and hyper-connected modern world, but the long term is where making a serious impact on an industry or market will occur. Expanding your employee training program to international travel opportunities and college tuition reimbursement might not be a realistic or relevant option for some companies, but there are unique ways to promote excellence and improvement in your employees in every industry.
The feedback loop is simple; employees are knowledgeable and well trained, so their performance and customer service is excellent. They are proud to work in such a rewarding and supportive environment, so they act as natural advertisements for the company everywhere they go. They inspire other people to both work and shop there, increasing the demand for a product and raising a company to greater heights, which gives the company even more opportunities, resources, and flexibility to improve employee happiness and ability.
Thinking in terms of the “big picture” is a necessary part of business, but it is also necessary to find the balance between planning for the future of the company as a whole and making sure that every single element of your company functions on the small scale. Although start-up companies are traditionally associated with technology and the Internet, the premise is the same. Start-up companies operate like small businesses, where every person involved is essential; they each know their role inside out and the details that can make or break success. When your company expands to 10 or 100 times its original size, maintaining that attention to detail and recognition of every person’s contributions can be challenging, but it can also deliver some staggeringly impressive results.
If you want to achieve a level of company happiness that will infect your consumers and cement your place within a market or a community, then you need to think on the community level. Small town values in a big money market is what companies like Wegmans Food Markets have taken advantage of, and through it they have achieved loyalty, equality, and meteoric success by putting their “family” of employees first. Know more about how to achieve employee loyalty, only at the University Canada West, one of the best universities in Canada, offering various business and management related programs.
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