If you treat your employees like crap, they’ll treat your customers like kings!

This title is crazy, right?  Of course it is.  In fact, the opposite is true.  If you treat your employees like crap, they’ll treat your customers like crap, too.  But, the positive flip on this is also true.  If you treat your employees well, they will treat your customers well.

H.A. Thompson of Rose Chauffeured Transportation, Ltd. spoke Tuesday at our Business Success Institute meeting, and this was one of his major points.  H.A. recognizes that he is in the “People” business — not the transportation business.  He shared with us the number of commendations he gets from clients who use his company.  “They all talk about the people–the drivers and how great they are,” he said.  “Not one of them mentioned the vehicle!”

Think about what you tell your employees they should do, and then think about whether or not you practice it.  Here are a few examples:

1.   Listen to them- if you expect your employees to pay attention to what your clients say, you’d better pay attention to what your employees say.  Most people want to be heard–and employees are like most people.

2.   Respect them – if your employees need to show proper respect to customers, you need to show proper respect to them.  Regardless of their pay grade or title, all people deserve basic respect.

3.   Make them feel valued – do your employees feel like contributors to your success, or more like disposable items that can be easily replaced?  If they don’t feel valued, they won’t likely understand how to value your customers.

Your employees are a critical part of your customer/client’s experience.  Take a look at your team.  Are you hiring the right people?  Are you training them and providing the tools they need to be successful?  Are you treating them the way you want them to treat your customers?  If you answered “no” to any of these questions, stop and think.  Then decide to make some changes.  Your employees, your customers, and your bottom line will thank you.

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