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In This Month's Issue: Internal Customer Relations
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About 4 minutes to read, 10 seconds to print & read later Welcome to the People Smart Toolbox, the monthly email newsletter packed with ideas, insights, and inspiration for increasing your personal skills, staff development, conflict resolution, and customer relations issues. Subscribe to The People Smart Toolbox and receive two valuable FREE Teambuilding Resources. |
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ This Month's Hot Links
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"They treat their employees like customers." That was the answer I received from a Nordstrom's employee when I asked him to share his working experiences at the apparel giant. He was adamant about how he felt appreciated and valued for his contribution to his assigned team. Nordstrom's leaders know that serving the internal customer translates into outstanding service for the external customer. What would your employees say to the question "Why do you like working here?" What would their unbridled first response be? Retaining and cultivating your current internal customers (your employees) is the best strategy for maintaining a high level of service to your external customers. Keeping external customers from defecting to the competition is the number ONE strategy for keeping profits and morale high. The American Marketing Association states that a 5% decrease in customer defection increases profits by 30%. Paying attention to what your patrons really need is the right way to maintain long-term profits and survival. If you treat employees like a customer instead of an employee, your motivated happy staff will serve patrons with flair! Listed below are six benefits that employees truly need. Fulfilling these needs, wants, and desires compels them to voluntarily do their best work. Below is a snapshot of their most dominant needs.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Need a speaker for your next event? Are you contemplating a planning retreat for your staff in the next two or three months? Consider having Jim Rooney, CPBA (Certified Professional Behavior Analyst) for your meeting. Jim's presentations are rich in content, interactive, inspiring, and customized to meet specific needs of your organization. Workshop topics include: Jim is flexible and easy to work with. Whether you are looking for a 30-minute keynote, a 1-2 hour breakout session, or a series of workshops, contact Jim for a customized solution for your group. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Benefits from the job such as money, vacation, insurance, holidays, sick days, and medical leave are all spent or used off the job. Below are the benefits that people want on a day-in day-out basis irrespective of money benefits.
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When training is conducted as a process, skill transfer is accomplished. One day or one shot training rarely imparts skill enhancement because there is no time for practice, which is necessary to gain a new expertise. Train your entire workforce in the art of exceptional service with the Service First Video Library. It is a quick and easy way to train any number of employees with no limits and with immediate results. There are 12 videos, 15 minutes each, that allow you to train your entire workforce in the art of outstanding service at breakfast or lunch meetings or any time you can find time for one hour of training. Facilitate one subject per month and watch attitudes toward customer relations improve. In a one year period 12 hours of training can be sewn into your organization. How much customer relations training was done in your organization last year? What would happen if every employee was trained the same way over a one year period of time? You won't have to invest in experienced facilitators or devote a lot of time. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Treating employees like customers brings enormous potential to your company or organization. When employees are feeling good about the company, they will voluntarily contribute more energy, attitude, creativity, and service which gives your business or organization an advantage. Serving the internal customer translates into outstanding service for the external customer. Until next time-communicate, relate, and prosper. Jim Rooney © Jim Rooney 2005. This article maybe used in whole or part as long as web address in noted.
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Quick Links... ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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Contact Information ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
email:
rj@peoplesmarttools.com
phone:
(325) 792-1148
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