Sunday, January 15, 2006

Internal Customer Service

In a recent Inc.com article this study appeared.

"Of 600 HR managers polled by Monster, 40% said turnover has increased in the past 12 months, while 55% expect workforce retention will be a serious challenge in just the next five years.

Facing this, many businesses are already starting to re-focus recruitment efforts, largely aimed at retaining the top employees they already have, the study showed.

A majority of firms -- nearly 70% -- have begun conducting regular employee satisfaction surveys, though just 32% said they've made workplace changes based on the results, the study found.

Business owners are also increasingly trying to create a work place that promotes a work-life balance by "instituting policies that encourage and support a satisfying personal life," the study said"

What about it small business, is this what's happening? I have found that in most cases the employee who is critical to businesses success is the last to be appreciated and the first to go. Customer service includes what I call "The Silent Customer" the employee. Rarely does a business treat its employees with the same respect that it treats its external customers. Recent studies have also shown that most employees leave because of the lack of trust and proper training. A business who hires someone and then doesn't properly train them for their position is playing Russian roulette with their customers and business success.

Train for the present when they arrive and train for the future before they leave. Many owners say hey! If I train them they just go somewhere else. Yes, some do, but the majority will stay home and benefit the business and your customers. And I'll bet you picked up a few employees along the way that were trained by someone else and where very thankful for it.

Guess what? They left for the same reason your employees will leave and that is because they are under valued and under appreciated. Good employees make the business.

Have an opinion? Please share it, we’re listening.

For more information on Customer Service or Customer Experience Management please visit the Customer Development Center.

3 comments:

Glenn said...

If you are a small business and want to develop your own employee satisfaction survey, a good place to start is by reading the book, "First, Break All The Rules" by Buckingham. The book contains 12 questions made famous by Gallup. These 12 questions would be a good starting point for any business concerned about retention.

bryanong said...

I like this posting of yours. Yes, you are right - good employees make the business. The old saying goes 'people are our most important asset'. I believe for most small businesses, their primary concern is more of sales, growth rather than their own employees.

Carrie said...

I know this blog is old but I have been trying to do some research in this area for my own business. I found a customer service book that I have been reading that has given me some great information on bettering customer service. It makes the point that making loyal attachments with customers is key.