8 May 2017
With Dr Wilbert R. Mutoko
I see business leaders repeat the same mistake over and over again, and it worries me. Some managers expect their staff members to give customers an exceptional experience. But the managers do not give their staff exceptional work experience.
As a leader, if you truly want your team to maximize productivity and to treat customers as they should be treated – as kings and queens, you will have to start treating your juniors as your customers. Then your juniors will go ahead and give a wow customer service to the consumers.
How do you expect demotivated employees to give best service?
How do you expect unsettled employees to give customers a settled service?
Does your team feel welcome in the workplace?
Does your staff go the extra mile because you as the leader go the extra mile to address their welfare concerns?
Are you aware that it is more costly to look for new employees than to keep the existing ones?
If you are ill-treating your juniors, are you aware that instead of them spending time adding value to your organization and to customers; your staff spends time looking for jobs elsewhere?
Are you willing to give your staff an exceptional experience so that in turn they do the same to customers?
I hope you choose to do the needful. Treat your team with honor and see them treat customers with honor. If they do not treat customers well, yet you treat your staff well, then there is no choice, you have my vote to relieve such staff from their duties.