While I was having my morning coffee and watching the first few minutes of a talk show to start my day, there was a commercial for Modernistic Cleaning. Modernistic Cleaning is a Michigan based carpet, upholstery, and tile cleaning company. The thing that struck me about this particular commercial is that they featured the “Voice of Modernistic.” There is a woman, Wendy, who was hired by the original owner over 20 years ago. Soon after, he asked if she would do the radio and television ads using her voice. The commercial ends with Wendy saying – “Modernistic – A great place to work for over 20 years.”
Happy staff translates into happy customers.
Modernistic is clearly promoting the fact that their staff enjoys working for the company for long periods of time. Why would this be important to us as customers? Because there is a direct correlation between the level of staff satisfaction and customer satisfaction. When staff enjoys working for their employer, they will be much more likely to deliver amazing customer service. Customer satisfaction levels will be high because they are being served by engaged staff who will work in the best interest of both the customer and the company.
Customer service training starts with the internal culture of the company.
When leadership is creating a working environment that people are happy to work in, they are creating a culture centered around the internal customer. Leadership that treats the internal customers well is setting the example for how the external customer should be treated. It is unreasonable to treat your internal staff poorly and with no regard, yet expect them to deliver excellent customer service to the customer who keep you in business. Without your staff, there would be no one to sustain your business or to implement and deliver the good and services you sell. Leadership by example is a powerful method of customer service skills training. Staff are always watching, listening and learning how to conduct them selves by the examples set by the owner and manager of a business or organization.
By retaining staff for long periods of time, the company is showing their dedication to the employee satisfaction levels. This pays off on the bottom line with the indication that customer retention levels are equally as high. Sure, we are all drawn to employers because they pay well, but if the working environment is awful, no amount of money will make up for that in the long haul. The same holds true for us as the customer – We all look for deals, but when the level of service is poor, we seek to spend our money with those organizations that value, appreciate us, and deliver the exceptional customer service we are looking for.
Engagement comes around full circle.
Having staff declare that they enjoy working for your company is one of the highest compliments you can ask for. When staff are telling customers that they are lucky to be working where they are, they are saying that the experience and engagement is active and positive at all levels. The experience that our customers have with our organization is a mirror image of the experience that our staff has. It is futile to focus on one and not the other. These experiences directly correlate with each other, and ultimately, correlate to your bottom line.