Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
0
What would be different if we started treating our employees as if they were our customers?
Does "the customer is always right" still apply? Do we start to bend over backwards for them? Do we communicate with them differently. Is such a notion applicable or pragmatic or realistic?
Events
- Dos and Don'ts of Small Business Marketing May 29 @ 11 am PT
- Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
- The Tricks to Paid Media June 6 @ 11 am PT
- Display Advertising for Brand Awareness June 20 @ 11 am PT
Related Activity
6 Answers
Internal customer service creates employee loyalty, lower turnover and more productive employees. The best companies have a culture that focuses on customers - both internal and external. Internally, employees treat each other like they want the customer treated. That doesn't mean the customer - or the employee - is always right. However, they are always a "customer." If they are wrong, they are treated with dignity and respect. The bottom line is this: What is happening on the inside of the company is being felt by customers on the outside.
Shep Hyken, author of "The Amazement Revolution (http://www.TheCustomerFocus.com)
For me, the idea of the employee as a customer starts in the recruitment process. Are we valuing people from the very first interaction? My more recent experience suggests we're taking a much more low touch approach with job candidates and like customers, simply telling me I'm valued isn't enough.
If you're interested I've summarized my comments in my blog post http://www.jmwoosterinc.com/pub/Job-Applicants-Are-Customers-Too---Do-They-Fe...
I dont think we would have to bend backwards for them as we dont bend backwards for customers too, because if that was the case noone would have called "customer service" for any issues.
But I believe, treating Employees with trust and caring for them and their existence in the company, would definitely yield better results. SAS has done some work in that regard, I must say.
I read a case study about Lincoln Electric (Welding equipment and supplies manufacturer) in this regard and the stats were pretty interesting.
"For several decades, Lincoln workers have consistently been among the highest paid in their industry in the world, averaging almost double the total pay of employees in competing companies. Lincoln’s selling price has consistently been lower than that of any comparable product, and the company has consistently paid a dividend since 1918."
Page(s): 32, Management by Leslie W. Rue and Lloyd W. Byars, McGraw-Hill Higher Education
This material is protected by copyright.
Lincoln Electric treats their employees better and in return, thier output per employee has always been 100-150% above that of most other companies. They have incentives for innovation and reliability and their products are considered the best in the world by most.
If employees were treated as customers, churn/turnover would be reduced, internal satisfaction surveys will score much higher, employees would be more motivated, and all told, everyone wins, the employees, the (external) customers, and the company.
Some companies treat their external customers poorly and it is easy to assume they treat their employees no better. Ultimately, those companies fail and management scratches their collective heads wondering what happened. Unless employees are truly valued for their contributions, current and potential, then you have high turnover, lack of productivity and no innovation.
It is the same concept that if we treated our families as well and with as much respect as we treat our friends, we would have much happier families.
Answer This Question