The attitude of your employee as well as the company environment can and will make the difference in guarantying a return customer.
At this point most customers are savvy enough to know when they are being played, condescended to, or just receiving bad service. Since frankly, one’s attitude is what can make all of the difference between a commodity being sold at one location versus at the competition’s, it makes it imperative to have a clear and effective attitude expectation for all employees.
- The key word being clear -don’t leave anything to interpretation
- Have the expectations spelled out so that there is no question
- Make it very clear Why the attitude is so important and thereby what it means for the employee
- Cultivate a culture around that attitude and exemplify it at every turn
So how do you do these four things and have a different result than the mere smattering of positive attitude posters?
Show the Why as it pertains to the individual, not just the company. Show the bigger picture of what this attitude will do in the individual’s life, future, jobs etc. Make it real not just a slogan. Cultivating a specific attitude within the culture will carry through to every aspect of your business, not just the face to face time with customers. It does take commitment, consistency and a leadership team who understand the how and why to foster this culture. This new culture will change everything in the way your business interacts with the public and in turn set your company apart from the competition.
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