Performance Matters - Idea #3

As a business owner or manager remember that clients come second!

What did I just say? Heresy you say? Are you thinking that clients should come first?

In the book The Customer Comes Second by Hal Rosenbluth, the author offers an important insight - it is the responsibility of management and owners to model out to employees the behaviors they expect employees to demonstrate in serving customers.

Employees are on the front line of customer service. Management is one step back. One can not expect employees to treat customers differently than they themselves have been treated by management. Employees learn by observation and experience. What kind of experience are you creating for employees? Does it align with the kind of experience you expect your employees to provide for your clients? Do you walk your own talk? Are employees getting a mixed message?

Demonstrate your values through your behavior and actions. Remember that you are always teaching whether you intend to or not.

Bob

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Performance Builders