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No, that doesn’t mean Crime Scene Investigation (or maybe it does). We are of course continuing our discussion about Customer Satisfaction. (The I stands for Index. If you missed the first part, you can read it in the article archive on the LifeMotivations.com website).
Sometimes your customers feel run over, and then they feel like you took the extra step to back up and ran them over again to make sure the job was done right.
If you have an unhappy employee, then you have a customer satisfaction issue. Now, you do not have to take every employee home to mom, and have dinner with them every night like they are family. They probably don’t feel like doing that anyway, since they have their own lives, and their own families.
What they do want is someone who cares enough to at least listen. People want to feel appreciated; it doesn’t cost any money to tell them that they did a good job. Send a note home to the family telling them of something good or great that your employee did.
Despite what many people think, work is not all about money, but mostly about relationships. And if someone screws up and it was an honest mistake, then take the heat, let them know that mistakes cause problems and move on. The person that made the mistake is probably feeling worse than you can make them feel.
There’s nothing worse for a company than when someone screws up and others start yelling and sharing with everyone around them that someone is going to get fired. That is a surefire way to make sure that everyone that these employees come in contact with makes sure your CSI is in the tank, or worse.
If you care about the customers and the employees, the employees will feel good about themselves and the customers.
Now I know if you are the CEO of a Fortune 500 company you can’t go around and tell everyone what a great job they are doing, but you can tell you managers, and if they have any sense they will pass the appropriate comments down the line and so forth.
You lead by example of how you treat your employees and peers. How you treat them is how they will treat the customers.
This takes time and energy, but it is worth it.
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