Morale And Business - Happy Employees Are Your Best Salesman
Posted by admin at 12:52 | Filed In Customer Service Tools
When I first signed up with my mobile phone company, the employees were happy, smiling, friendly... their attitudes made me feel good about spending my money with them. When I walked out of the building, I felt like I got a great deal - just because they seemed so positive about their jobs.
A few months later I stopped by to evaluate my plan and to see what my options were. I was still happy with the service, just checking out what was available. I remember the salesman who first signed me up, but now he seemed tired, annoyed, and unhappy. Logically, I knew it wasnt on account of me since he appeared that way before I walked through the door, but being a sometimes illogical human being with feelings and curiosities- I did wonder if I had in some way contributed to his disposition.
I returned to the store a few months later to find the same guy in the same downtrodden mood. He wasnt rude. There were no negative comments or gestures. He just didnt seem happy anymore. After this encounter, I did all I could to not return to the store. I conducted all my dealings either online, with the customer service 800 number, or with other agencies. I didnt like the way I felt when I walked in or out of that store.
After my phone had a nice, 3 year long run of reliable use- occasionally jumping out of my purse, spent time in a cup of water, and a brief swim in a pond it was time to replace the battery. I tried to go out of my way not to return to the store. I looked for other locations to drive to, looked online for battery replacements, and asked friends if they knew of any options. All my efforts ended in the conclusion that I would have to go to the store that housed the Man of Ill Rapport.
Its no surprise- Low morale, bad attitudes, and unhappy employees can cost your business both money and customers. Your customers will only feel good shopping with you if your employees feel good about serving your customers.
You want your customers to come into your store! Thats how business works- It gives your sales staff the chance to promote new and wonderful items and accessories. If you have a product or service you would like for your customers to purchase or use, you must expose them to those products or services as often as possible. If a customer only shops with you when they have to, you will make the minimum amount of sales and your customer may eventually become someone elses customer instead.
For some reason the simplest concept eludes many employers: Employee morale directly affects your business.
Customers are people- with feelings, emotions, doubts, worries, and concerns. If they come in contact with an employee who is feeling down, sad, worried, or unhappy, they will respond with their own negative feelings. Sometimes outwardly, creating an escalated situation that could have been completely avoided. Sometimes inwardly, choosing to get out of your store as fast as possible.
Unhappy employees create an unhappy business.
\r An unhappy business creates unhappy customers.
\r If your customers are unhappy, you and your employees will be out of business.
Eventually, I returned to the dreaded location to purchase my replacement battery. To my delighted surprise, the morale at the store was positive again. Just as it was when I first visited the store. Instead of walking out with just a new battery, I purchased a new phone and renewed my contract. The improved environment increased my satisfaction with the company. This, in turn, restored good feelings about doing business with them.
Take care of your employees- evaluate their work environment, create an open dialog within your company, and encourage your workers to do their best and feel their best every day.
Happy employees create a happy business.
\r A happy business creates happy customers.
\r If your customers are happy, you and your employees will be in business for a long, long, happy time.
Taking care of business really means understanding people. Lola has worked in areas of Customer Service for nearly a decade, including CSR Training Coordinator at a major dot com. Her articles will show how every moment can be an opportunity to provide better service to the people around you.
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