| Even in today's still uncertain economic | | | | ingredient to the foundation of their |
| times, there are companies who are doing | | | | success? A successful foundation lies within |
| extraordinarily well. Why is it that some | | | | their employees. Do they enjoy working for |
| companies are thriving while others are | | | | the organization? How good do they feel about |
| barely making it? You can always blame the | | | | their role within the company? What do they |
| economy, but is that the only reason? The | | | | say and do on the job (both during and after |
| answer could be as simple as how respected | | | | business hours)? Most importantly, do they |
| and appreciated your staff feels.Recently I | | | | feel respected and appreciated?A committed |
| visited a store to buy pet supplies. I was | | | | staff can literally turn a floundering |
| given a pleasant greeting, assisted with my | | | | company around. At a minimum they can help to |
| purchase and made to feel like a valued | | | | keep it afloat. When people feel appreciated, |
| customer. It was a good experience until I | | | | they are more likely to be loyal, creative, |
| paid for my purchase. The clerk began | | | | and trustworthy. They are willing do what it |
| badmouthing the fact that her boss, the | | | | takes to keep customers happy. They are less |
| owner, took the afternoon off. The clerk | | | | likely to undermine the success of the |
| seemed to feel obligated to tell me how much | | | | organization or merely be in a state of |
| better she could run the business if she had | | | | complacency while at work. Satisfied and |
| the authority. I simply smiled, secretly | | | | loyal employees make excellent public |
| wishing for the experience to be over as | | | | relations representatives who truly have the |
| quickly as possible.I considered this to be | | | | desire to make your customers happy.There are |
| an isolated case and dismissed it. The clerk | | | | many owners and managers who still maintain |
| was just having a bad day. I went in on | | | | the outdated belief that an employee should |
| another occasion and had a similar experience | | | | just be happy to have a job. They seem to |
| with another clerk. However, this time the | | | | think any investment in their people is a |
| other clerk didn't seem to care if I bought | | | | waste of time and money. Have they ever |
| anything or not. All she wanted to do was put | | | | thought that this could be the reason for |
| down the owner.I haven't been back since the | | | | such low productivity and morale and poor |
| second experience, nor do I feel comfortable | | | | customer service?Smart managers and owners |
| referring anyone to the store. Based on my | | | | are taking a much more progressive and |
| experiences, I have to assume that these | | | | holistic approach to how they run their |
| employees do not feel valued by their boss. | | | | businesses. One such approach is setting up |
| If they did, I hardly think they would talk | | | | programs to express appreciation and respect |
| so poorly behind the owner's back. I assume | | | | for their staff. A good incentive program for |
| these employees work just enough to justify | | | | your employees not only makes excellent |
| their paycheck. I can also assume they won't | | | | business sense, it is also a very powerful |
| do anything to generate new business. What a | | | | marketing strategy.Key to the success of any |
| pity. And what a missed opportunity for | | | | incentive program is sincerity. If you |
| everyone.In today's competitive business | | | | implement a program only to see how much you |
| environment, companies can foolishly waste | | | | can get out of people, chances of failure are |
| phenomenal amounts of money on what they | | | | high. Additionally, the actions of the |
| assume are effective marketing strategies in | | | | management team have to match the philosophy |
| order to gain more customers. Yet if their | | | | of the program you implement in order to |
| marketing strategy does not include employee | | | | succeed.The greatest key to success with an |
| satisfaction, these new customers may have a | | | | incentive program is to commit to a high |
| less than pleasant experience and will be | | | | level of respect for your team. Remember |
| less likely to return.How many companies | | | | always that without your staff you not likely |
| spend a fortune on marketing in order to gain | | | | to succeed. |
| a larger customer base yet miss the key | | | | |