How do you keep customers coming back to you?
Price and quality can only take you so far in terms of competition because other companies have those too, even better!
What truly makes your customers become your avid fans is having the right people that can deliver the highest customer satisfaction. But this can only be done through effective leadership.
Here are 5 keys to help you get started:
1. Find the person who cares.
During the selection process, find an individual who exhibits the talent you’re looking for – most of the time, it’s how the individual cares about other people. Find the person who cares because you can’t teach care.
2. See if you and your employees are the right fit.
After selection and before they come into the job, sit down and tell them more about what they’re coming into. See if that’s the right fit for them.
3. Let them understand the values of the organization.
Make sure they understand what the values of the organization are. You have to also know a little bit about what they believe and what their passions are to see if there is any connection. Their values should be aligned with the values of your organization.
4. Empower them.
Your employees have to understand that their interaction is so essential to your success. Empower them to do what they see is necessary to fulfill the guests’ expressed or unexpressed needs. Even the most successful companies can drop the ball too, but what makes them zero-risk is with the way they pick it up.
5. Reward them.
Look at your employees as partners versus someone who’s just doing their job. Explain to them your goals and let them understand it’s a profit for everyone.
The Secret to Good Leadership
Bring a team together. Collect these rare, unique people who you can have great relationships with. Help them to be their best and then reward them.
For more information and resources on enhancing customer experience, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 006: Walking Through Fire for Your People with Jim McManemon.