Customers are the backbones of our businesses. They are the reasons we have a business, after all. And many customers are friends first or become good friends over time. They deserve the best when it comes to customer service, and you want to provide the best to them.
However, it might be that not every employee you have is programmed to provide the customer service your customers expect. And that is ok. Every person has some strength or strengths that make them a valuable part of your team, and it is important to evaluate those strengths, communicate those strengths to them in the form of affirmation and use those strengths to be an important part of your team.
Perhaps you have an employee that is impeccable at cleaning, stocking shelves and maintaining inventory, but finds conversation with others mundane or even uncomfortable. Keep that employee in the back to clean and stock, and only use for customer service if someone needs help loading product.
On the other hand, perhaps you’ve hired someone to load out product and stock shelves, that never can complete the assigned task because he or she is always talking to customers and making product recommendations. That person clearly needs to be in a customer service role. Typically, extroverts who enjoy helping others make great customer service reps.
But what does this have to do with overall customer satisfaction? Employees who are doing what they are good at, show up and are engaged and will provide better service. Better service leads to increased customer satisfaction.
According to an article by Stuart Hearn on www.brandquarterly.com: “A 2016 Gallup poll showed that strength-based companies enjoy more profit, better sales, and higher levels of customer engagement. In large part, this is due to the fact that when employees feel positive about their performance, and they are able to work to their strengths, they feel more engaged, and are therefore more passionate about their company and their work. They’re also more invested, meaning they go that extra mile to ensure customers have a great experience. Employee engagement has been termed the ‘wonder drug for customer satisfaction,’ so every time you emphasize strengths in your employees, you should remember the domino effect it creates.”
It all goes back to getting the right people in the right positions. Capitalize on employee strengths to make sure your customers have the best service around. Customers can go anywhere to buy feed and mineral, but make sure they are coming back to your business to get the best customer service that they deserve!