→ Customer Care

→ Create Customer Value: 10 Lessons from Konosuke Matsushita

 References:

1. Extreme Management, Mark Stevens

2. Exceptional Customer Service, Lisa Ford, David McNair, and Bill Perry

3. The Welch Way, Jeffrey A. Krames

4. The Coaching Culture, Leadership Guide Magazine

5. Motivating Employees, Kerry Larkan

Why Employee Satisfaction?

"Always treat your employees exactly as you want them to treat your best customers." ~ Stephen R. Covey

Retaining and finding the best staff is becoming harder and harder. Positively influencing staff is one way to develop an environment and → culture where people want to do their best and want to stay.

Success comes through people. If you understand what → motivates people, you have at your command the most powerful tool for dealing with them to get them achieve extraordinary results.

→ Inspiring People: 4 Strategies

"When companies are effective in satisfying their employees, employees stay longer, make a deeper commitment to the business, recommend ways to improve the company's products and services, and work harder to satisfy the customer," says Mark Stevens.¹

"In almost every survey of factors that motivate employees in the workplace, job satisfaction is at or near the top of the list, far surpassing pay and benefits."² Creating a work environment that encourages rapid response to customers' needs and attentive follow-through is the key to leveraging the power of your service-profit chain. This is only possible when people are empowered to make decisions and are motivated to → solve problems. Encourage employees to go beyond the literal boundaries of their jobs – to make suggestions for improvement – and you will gain not just a part, but the full potential of their contributions to the business.

→ Creative Dissatisfaction

→ Employee Empowerment: Yin-Yang Balance

The Power of Recognition

There is ample research to show people are more motivated by recognition than money. Despite this "it is rare that a business has a systematic process for thanking staff let alone some other accomplishment above and beyond. Simple fact many of the coming X and Y generation won’t put up with coercion and fear tactics to keep a job. They will seek out work places that are positive, productive, able to learn new skills and enjoyable. In short Employers of choice or “Good Boss”™ environment."⁵

Reward Systems

The greatest management principle is that the things that get rewarded get done. The only way employees will fulfill your dream is to share in the dream. Reward systems are the mechanisms that make this happen... More

The Fun Factor – a Big Element of Your Business Strategy

As business today is about passion and winning and creating new things, fun has become a big element in the business strategy of many → highly successful businesses.

No one should have a job they don't enjoy. "If you don't wake up energized and excited about tackling a new set of challenges, then you might be in the wrong job."³... More