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Maximum Productivity Truly Begins With Developing Loyal Customers

Posted on December 29, 2007 - Filed Under Business

Productivity truly begins with that first touch between your employee A.K.A. internal customer and the customer A.K.A. external customer. For when your employees interact with the intention of making every customer contact the very best that it can be, your business will see more customers. More customers translate into more business. More business means greater profitability productivity by your employees.

Conversely, the opposite is equally true. If that first contact with your external customers is bad, then that customer will be more inclined not to come back. Non-returning customers means less sales and therefore less profitable productivity by your employees.

So how do you develop both loyal internal and loyal external? First you need to shift from customer satisfaction to customer loyalty as discussed by Jeffrey Gitomer in his book Customer’s Satisfaction is Worthless; Customer Loyalty is Priceless.

The next action is to shift the focus away from loyal external customers to loyal internal customers or employees. Did you know that 68% of your customers leave because of bad attitudes displayed or demonstrated by your employees?

When management recognizes the incredible power of that “first contact” between a customer and the employees, the paradigm has shifted. With this shift, other shifts will take place including changing the customer service training. Employees need to be trained as to the policies and procedures. They view hours of legal videos, finishing all necessary paperwork, understanding all company policies and learning specific skills from answering the telephones to using the cash register.

However, to create those awesome first contact moments demands developing each employee by leveraging their strengths and aligning all actions to the strategic plan. Unfortunately, very few companies invest in their greatest asset their human capital. Because of this old paradigm of training, the self leadership skills necessary to develop those long-term relationships are ignored because those strong skills or interpersonal skills are not necessary. The end result is higher turnover rates for both internal and external customers that only drain the bottom line.

Now imagine just for a moment the levels of productivity not to mention the increase cash into your cash box when you internal employees begin to take action because they are always looking to answer these 2 questions:

  1. What does the customer really want or need?
  2. How can I meet those needs or wants?

Productivity of your employees comes from self awareness and is enhanced by positive attitudes and habits. Development of your employees that includes positive belief statements or positive affirmation statements, sustainable goal setting, positive attitudes and those necessary self leadership skills will only strengthen that first contact between your internal and external customers.

Just image the increase in employee productivity when your employees are:

Productivity goes beyond internal customer business, just not standing around, but should be directed to developing loyal customers internally and externally with that very first contact.

Would you like to increase the productivity of your employees? Then you may find the FREE Leadership Audit of interest at http://www.processspecialist.com/od.htm

FREE monthly teleconferences registration at http://www.processspecialist.com/seminars.htm that will help you increase your business productivity to personal productivity.

Please feel free to call me, Leanne Hoagland-Smith, Your Chief People Officer and Business Coach for individuals and organizations that are not where they want to be 219.759.5601.

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