If you are the direct manager of a front line customer service team, make sure that you have some meaningful interaction with each member of your team every day. You could walk round in the morning, or at the start of the shift, and ask everyone how they are. It will make your people feel special, and if they feel special, there is a very good chance that they will make their customers feel special. Customers that feel special will come back to you, and recommend you to their friends. So, just by being kind and caring to your front line staff, you could cut down on the amount of money that your business has to spend on attracting new customers. Maybe you could then use some of that money rewarding your staff for creating great customer experiences!
Graham, excellent point! Too many businesses fail to take the time to extend appreciation to their front line associates. These are the folks that interact with a company’s most important asset, their customers. Front line associates greatly appreciate when their bosses appreciate them and customers appreciate when front line associates appreciate customers. It’s simple. Graham, thanks for sharing your expertise. Richard Shapiro, The Center For Client Retention
Thank you Richard. There are so many businesses where these basic behaviours are forgotten!