Note: Are you employees satisfied with their jobs, with the
company, and with their future? Satisfied employees are
happy employees and satisfied employees pass this attitude along
to your customers.
often, the reason that employees do not respond to customers well
is because they are not satisfied.
Nothing hurts you relationship with a client than an
employee who isnít happy. Happy
employees are your first run marketing strategy to bringing back
Satisfied Employees, A
Powerful Marketing Strategy
Even in todayís still uncertain
economic times, there are companies who are doing extraordinarily
well. Why is it that some companies are thriving while others are
barely making it? You can always blame the economy, but is that
the only reason? The answer could be as simple as how respected
and appreciated your staff feels.
Recently I visited a store to buy
pet supplies. I was given a pleasant greeting, assisted with my
purchase and made to feel like a valued customer. It was a good
experience until I paid for my purchase. The clerk began
badmouthing the fact that her boss, the owner, took the afternoon
off. The clerk seemed to feel obligated to tell me how much better
she could run the business if she had the authority. I simply
smiled, secretly wishing for the experience to be over as quickly
I considered this to be an
isolated case and dismissed it. The clerk was just having a bad
day. I went in on another occasion and had a similar experience
with another clerk. However, this time the other clerk didnít
seem to care if I bought anything or not. All she wanted to do was
put down the owner.
I havenít been back since the
second experience, nor do I feel comfortable referring anyone to
the store. Based on my experiences, I have to assume that these
employees do not feel valued by their boss. If they did, I hardly
think they would talk so poorly behind the ownerís back. I
assume these employees work just enough to justify their paycheck.
I can also assume they wonít do anything to generate new
business. What a pity. And what a missed opportunity for everyone.
In todayís competitive business
environment, companies can foolishly waste phenomenal amounts of
money on what they assume are effective marketing strategies in
order to gain more customers. Yet if their marketing strategy does
not include employee satisfaction, these new customers may have a
less than pleasant experience and will be less likely to return.
How many companies spend a
fortune on marketing in order to gain a larger customer base yet
miss the key ingredient to the foundation of their success? A
successful foundation lies within their employees. Do they enjoy
working for the organization? How good do they feel about their
role within the company? What do they say and do on the job (both
during and after business hours)? Most importantly, do they feel
respected and appreciated?
A committed staff can literally
turn a floundering company around. At a minimum they can help to
keep it afloat. When people feel appreciated, they are more likely
to be loyal, creative, and trustworthy. They are willing do what
it takes to keep customers happy. They are less likely to
undermine the success of the organization or merely be in a state
of complacency while at work. Satisfied and loyal employees make
excellent public relations representatives who truly have the
desire to make your customers happy.
There are many owners and
managers who still maintain the outdated belief that an employee
should just be happy to have a job. They seem to think any
investment in their people is a waste of time and money. Have they
ever thought that this could be the reason for such low
productivity and morale and poor customer service?
Smart managers and owners are
taking a much more progressive and holistic approach to how they
run their businesses. One such approach is setting up programs to
express appreciation and respect for their staff. A good incentive
program for your employees not only makes excellent business
sense, it is also a very powerful marketing strategy.
Key to the success of any
incentive program is sincerity. If you implement a program only to
see how much you can get out of people, chances of failure are
high. Additionally, the actions of the management team have to
match the philosophy of the program you implement in order to
The greatest key to success with
an incentive program is to commit to a high level of respect for
your team. Remember always that without your staff you not likely
About The Author
Gage is a business advisor, keynote speaker and trainer who helps
others gain marketing dominance and visibility within their
market. She is the recipient of the 2004 Giant Step Award for
Business of the Year in the State of Utah. Call 801.619.1514 or
Get Gageís online newsletter called Street Smarts Marketing and
Promotions by visiting www.kathleengage.com