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TREAT YOUR STAFF LIKE YOUR CUSTOMERS 

   At Christmas time did you send Christmas cards or gifts to your favourite customers? Did you do the same for your staff?
  Many companies today will do whatever they can to please their customers. But only a few companies will do whatever they can to please their staff. More and more today, customers are nurtured so they will become repeat customers and then do business with you for a long time to come. Staff need to be treated in the same way. They need to be nurtured too so they will become long term staff members.
  One of the keys to customer service is to exceed your customers' expectations. There are endless things you can do to impress your customers. You can deliver more promptly than promised, package your product in a nice way, do additional services for free, send helpful information, or send a free gift with the order.
  Similarly, there are unlimited things you can do for your staff. They need not be very expensive, after all it is the thought that counts. You can provided complimentary movie tickets, free lunches, massage vouchers, gym memberships, or even manicures. You will think of more yourself.
  One thing not to be forgotten is staff birthdays. A birthday card maybe, or birthday cake or something else. You will know what to do.
  Another thing you can do for your staff is train them not just for the company's benefit but for the staff's benefit so they increase their knowledge and skills and will have the satisfaction of becoming more valuable.
  The aim is for your staff to be happy and feel appreciated so they will want to work with your company for a long time to come.
  One of the benefits of having long term staff members is they can develop a rapport with your customers. Customers certainly appreciate being able to deal with the same person. If your customers like your staff better than they like those of your competitors or your customers' other suppliers, then this will not only present a positive image of your company but it is also likely to boost sales through more repeat sales and referrals.

This article is reprinted from Rentons' Business Tips No. 1
© Copyright February 1998 ACS