In my experience over the last ten years working with small business owners,  I have learned that how employees are valued by owners or not has a direct impact on how customers are treated by those same employees.

The owner or leader sets the tone for behavior in any organization.  If the manager harbors any kind of ill will towards their workers it will inevitably reflect in the experience the customer has with the company.

So what to do if you own a business and want to make sure your customers are treated well and are valued?

Here are five things that owners need to consider:

  • Be genuine and treat employees as valued members of the team!
  • Talk with workers about what good customer service should look like and ask for their suggestions to make it even better
  • Recognize successes especially when your people deliver great customer experiences and use their examples to educate others
  • Solve customer problems quickly and use mistakes as growth experiences, not to blame others
  • Measure customer satisfaction regularly and ask customers what would make their experience even better

Customer Satisfaction is earned in the marketplace every day.  Owners have a direct impact on the outcome and the resulting sales or lack of them.  People are the conduit that connect the owner’s tone and the customer resulting experiences.

Please let me know when you have seen good customer experiences in action and what contributed to them!



Right People on the Bus!

by rkb on October 6, 2013

In his book, Good to Great, Jim Collins posits that having the right employees in the right jobs in your company makes the difference between just ok companies and great companies!

In a recent recruitment experience with a client I was reminded of this.  An individual applied for a service technician job in a mechanical company and the individual did not have the depth of experience that the owner was looking for.  He clearly if hired would have to be developed for the job.  The owner of the business had concerns about the lack of experience.

What I saw, however, was an individual that would develop great rapport with customers, represent the Company professionally and would be resourceful in getting the job done.  From my perspective, the positive attributes of the candidate far outweighed any concerns about the learning curve the new hire might have.

Companies that provide consistent customer satisfaction and maintain the reputation of the firm have employees that are engaged, empowered and energized about what they do.  The people of a Company give the Company more of an edge than many other factors.

In the end, my client made the right decision and hired the individual referenced in this blog.

Please comment about your hiring experiences.  Do you have examples where great people make the difference?


Enable Teams; Don’t Play the Blame Game!

September 29, 2013

A recent client in a services company has the tendency to blame his employees for the ills of the company.  This has happened on numerous occasions when a customer complaint happens or something important is missed by an employee working in the field. The leader in question readily admits that many on his team have been […]

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September 22, 2013

I has an experience with an online store that sells cell phone accessories over the last few weeks that really illustrated what not to do to keep customers. I purchased a case for my cell phone for about $15.  I decided to pay a premium of $15 for priority USPS shipping.  After 14 days I […]

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It is about Listening to hear what is Really Going On!

July 14, 2013

When dealing with employees in the workplace it is important to listen to the conversation and avoid emotion. I have a client who has some issues communicating effectively with his workers.  This individual prides himself as a ‘Straight Shooter,’ normally a good thing but in this case, it can get him in potential trouble. The […]

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What Makes Superior Customer Service?

June 23, 2013

Superior customer service sounds simple enough but it eludes businesses both large and small.  So what is it?  Simply put, superior customer service means doing more than the customer expects and doing what they expect very well. My wife is an RN with a private home healthcare firm.  Her Company competes with the local VNA […]

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Blocking and Tackling

June 19, 2013

I have two new clients who are in growth mode and do not have the basic elements of management structure in place to control their businesses never mind, try to scale them. Unbelievably, simple things like setting up accounting software and imputing to it regularly elude them.  These clients lack structure and controls. In addition, […]

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In Business, There is a price for doing it all Yourself!

June 9, 2013

As I work with clients, the single greatest issue I encounter is owners who try to work in their business and manage it at the same time. This almost never works in the long run. I ran into a client recently who is extremely busy but the company is in excess of a year behind […]

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Collections for Dummies

April 1, 2013

Many small businesses experience collections problems and fail to deal with it until they experience cash flow problems. In my experience as a small business advisor, businesses from contractors to landscapers can improve their collection potential by simply adding merchant services to their collection picture. There are a variety of affordable merchant services options available […]

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Why Have an Exit Plan?

March 17, 2013

An exit plan is nothing more than an intended path for the business to continue to run after the founder decides to exit, retire, or sell out or worst case dies. Family businesses frequently get transitioned to children or if there is not Small businesses close and sometimes fail without having had an exit plan. […]

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