Your most important properties are not your clients and your staff members. It’s how your customers and your workers feel about your business. Your success as a manager is straight proportional to your capability to drive simultaneously customer satisfaction and worker engagement. Happy workers are inclined to exceed and beyond for your customers. And when your consumers feel they are cared for, they will return. You can’t please consumers with disengaged workers. Start there. So what can you do to ensure your workers are engaged? As a primary step, start by asking at least one worker these two concerns every day:
What are you hearing? You can not even begin to please clients until you eliminate all the prospective dissatisfiers within their experience. The American Client Satisfaction Index found that the reaction rates for electronic studies were balancing in between 5% and 15%. So if studies are your only source of feedback, then at the most, you personally know 15% of all your clients’ angst. If you are interacting with clients while you monitor staff members, you may know in between 20 – 50% of your consumers’ dissatisfiers. However your Associates understand 100% of your customers’ complaints and issues due to the fact that your clients tell them daily. Find out what they are hearing and act to methodically eliminate any prospective dissatisfiers.
The greatest complaint from workers of their supervisors and supervisors is a lack of interaction. Ask these two questions every day to produce a circulation of ideas to constantly improve the staff member and consumer experience. Act on the feedback you get to drive engagement and empower your workers to deliver exceptional service that your consumers will rave about to you and others.