Great customer service starts with employees Large

It always amazes me when I have a question or a problem that I can go to "Google" and find the answers. Almost all those who ask can point me in the direction of useful information.

Would not it be nice if a business could simply type a question about their customers or sales history, and would seem to useful information?

Well there are many "Googles" in an organization are called employees. It 's important to remember that experienced employees, as well as customers are most valuable assets of a company. Employees must be treated as valuable assets, just as customers.

We all subscribe to the adage that it is cheaper to keep a current customer than to acquire a new one. This premise also applies to employees.

Employees, in many cases customers know more about the owners or managers. When an employee leaves the company, their specific knowledge of the customer may be lost forever or worse end up with a competitor.

Recruiting is a long and costly exercise, which directly affects the bottom line. Many organizations are unaware of the actual costs of staff turnover or why good employees leave.

Studies have shown that it can cost up to 18 months 'salary to lose and replace a manager or professional and up to six months' salary to lose and replace an hourly worker. If you think these numbers sound high, consider all the different costs involved:

Administrative expenses relating to the release of an employee and the entry of a new employment
Advertising spending
Management time involved in reviewing applications, interviewing candidates and conducting reference checks
The potential costs of staff overtime, while the position is vacant
The time and resources used for orientation and training of new employee
Interruption of supervisory guidance and training of new employee
Loss of productivity while the employee is on a learning curve
The errors that occur while the employee is learning


While wages and working hours are certainly important factors, the studies also highlight several other key reasons to quit. These include:

1. Provide recognition for good work from the management / supervisors.
Many employers refuse to believe this is one of the causes of employee discontent. If the pay is sufficient then an employee should be happy. This is the only recognition or appreciation necessary. People need to be made to feel cherished and appreciated. This is as it is and always will!

2. Provide opportunities for advancement.
Whenever any company should seek to promote within. Nothing contributes more to the morale of employees at lower than when a company takes from the outside when the talent was available inside. This not only ensures that staff turnover, but provokes the resentment of the new hire that can wreak havoc on productivity.

3. Provide training to learn new skills.

People do not like to stagnate. Boredom with a position can lead to apathy and loss of productivity. Workers often feel afraid that there skills are no longer needed on the open market. Some people have quit their jobs because they panic.

4 Give employees a more constructive feedback.

Employees often are conditioned to withstand the feedback when it is always negative. Emphasize what went well in an experience before jumping to what went wrong.

5. Share information with employees.

Keeping employees in the loop. This can mean the difference in feeling like a useful part of an organization or being an outsider that does not matter.

6. Ask employees for input before making decisions that affect their work

This not only makes an employee feel important, but can also produce useful information. Many projects fail because they were designed without getting input from people who actually do the work.

These changes cost nothing to implement and the impact can be significant. For example, a large hotel chain has calculated that a reduction of 10% annual employee turnover has led to a decrease of 1-3% in lost customers. That translated into a $ 50 - up $ 100 million in annual revenue.
The numbers in your business can not be of that magnitude, but the concept is the same: the cost of employee turnover of money and some of the solutions do not require cash outlays .......