Employees' attitudes are critical to creating great customer service experiences. Positive work environments are key components to generating repeat business.
Here are seven ways to create a positive work environment so customers receive great customer service and the company generates massive repeat business and customer referrals.
Take Care of Employees
Have a good working environment. The best working environments are where employees know they are treated fairly, know what is expected of them, and know what will happen if they don’t follow the rules. Discipline is in place and followed; even when it gets busy.
No one is indispensable. Even the best employee can get hit by a truck or get into an accident and be hurt or worse, dead. What would happen if she weren’t there? Everyone is replaceable, including owners. Disciplining out of fear that an employee would leave is a recipe for disaster. That totally undermines the ability to keep control and a fair working environment for all employees.
Everyone makes mistakes. Even the best people make mistakes once in a while. Everyone is human. The employee should learn from her mistake and not make it again. Discuss the situation with the employee. If she doesn’t realize her action was a mistake, point out why and make sure she understands that it can’t happen again.
Enforce the rules for all employees. Chaos is enforcing the rules for some employees and not others. If rules are not enforced evenly, those that “are in favor” will know it and potentially take advantage of it. Those that are out of favor will know it too and feel that they are getting unfair treatment. This will destroy company morale.
Motivate Employees
Catch employees doing things right and say something. Employees always like compliments. Catching them doing something right takes only a few seconds. And that behavior is likely to be reinforced. This is positive discipline.
If a manager sees something wrong, he must take action immediately. The worst thing to do is to ignore the situation. The employee may not realize that he did something wrong. If she knows she did and you don’t say something, then the bad behavior is likely to be reinforced. Make sure the employee knows that something was done wrong and that it can’t happen again.
Stay upbeat. Managers can get grouchy. Their moods have a great effect on employees’ moods. When managers have positive attitudes, employees will have positive attitudes. When employees are positively motivated, customers should have positive experiences!
Employees are motivated to take care of customers when they work in a positive, fair, environment. Employees' customer attention and care results in massive repeat business and customer referrals.
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