Focus On Your Employees, Customer Happiness Will Follow.
Many years ago, while in banking, I realized something very important.
I was brought in to a struggling location- low transaction counts, poor #customerservice scores, poor operational execution, poor #sales.
I remember walking in to the branch for the first time, and noticed immediately something very disturbing- in addition to a cluttered and disorganized work area, I found #apathetic, #disengaged, and sometimes #angry employees.
It was at his point that I realized that we cannot have happy customers without happy employees.
If we were able to change the attitude of those who worked at this location- the customer, sales, and operations issues would be easier to fix.
So, I set out to really understand the people working there. Gauge their #knowledge levels, understand their needs and wants, and figure out why they were unhappy and how to help them. I focused on the #human aspect of business, and the rest fell in to place.
Within months we were making sales goals, customers were happy, and mystery shop scores increased Operationally, we were very sound, and the employees were #happy and #helpful.
Everywhere I have gone since that moment, I have tried to bring that #learning with me.
Happy employees make happy customers, and happy customers grow the business.
