The staff that you employ are responsible for your company’s overall customer experience.
Think about your last experience as a customer. Were the staff you encountered friendly? Were they rude? If they were exceptionally friendly or rude, you likely remember your previous experience fairly well.
When it comes to a business, the staff that helps run the business play a large part in its reputation. A company can have the right plan and method, but the staff can make or break the customer experience.
If your business has been seeing problems in the client experience department, it may be time to reevaluate your staff. But you may not know where to begin when considering how to improve your business’s customer experience.
If you want to know how to work with your staff for the best customer experience, keep reading!
Your Customer Experience Starts With Employee Experience
Communication is a large part of how your staff acts on the job.
To provide great customer service, you need to provide a good employee experience. Imagine that you are working a stressful, fast-paced job. If you’re not in a good mood, you aren’t going to want to be very friendly with your customers.
A business can preach that the customer is always right all they want. But at the end of the day, we’re all human, and so is your staff. You cannot expect them to be in the best mood all of the time.
By being understanding of your staff and personable with them, you can create a trusting work environment.
Developing a Customer Experience Model for Your Business
Working in a customer service business is not an easy task to do. There are going to be many times that a customer is going to be upset no matter what you do. In these moments, having a good customer experience model for your business will help you.
Your client experience model is a part of your business that you cannot overlook. The rest of the business is pointless if you and your crew have no idea how to handle the clients for your business.
Once you have a customer experience model in place, it is up to you and your staff to maintain the standards of the business.
A lot of times, the customer experience part of business goes wrong if staff cannot uphold the customer experience model. It can be difficult to remember every customer policy during a busy or stressful day.
Your job as a boss is to ensure that all of your staff have the resources to remember how to handle customers. Resources will help even veteran staff in moments where they may forget the company’s best practices in the heat of the moment.
Hiring Friendly, Customer-Facing Staff
A big part of improving the consumer experience is to hire the right people.
Hiring the right staff can be one of the most difficult parts of running a business. Even if your business model is flawless, the wrong staff can mess up the company entirely.
You need to consider every position in your business. Each position is just as important as the next, whether it’s a crew member or a manager.
To create a friendly customer experience, you need to hire friendly staff. Your staff does not have to be friendly all of the time in their lives. But if you can hire people who know exactly how to act around customers then you’re in luck.
When hiring potential future employees, it’s important to be able to read who is friendly. We all know that people put on their best faces during an interview. But if you watch and listen closely, you can tell if someone is faking their friendliness.
How Your Employee Happiness Decides Your Customer Behavior
Your employees are often the first people that your clients will see. As a result, your employees also leave the first and last impression that a customer will have.
If your employee is in a good mood, your customers are likely to mimic that same energy. Even if there are issues in a business transaction, your client is much more likely to have a good impression of your business if the employees are pleasant.
Many restaurants and stores will get negative reviews based solely on the fact that the staff is unpleasant. In the customer service world, being able to handle customers professionally and pleasantly is a trying task.
Because it can be so difficult, many stores and restaurants run into the same issues again and again.
As the leader of your staff, it is up to you to do everything that you can to keep your employees happy. A happy crew is a lot more likely to bring in happy customers.
Overall, the attitude of your staff can make or break your overall customer experience. You want to treat your employees well first, and then focus on how they interact with customers.
Make sure to keep a good eye on who you are hiring and how their personalities are. Hiring friendly people and getting to know them is the best way to ensure a good customer experience.
About the Author, James Webster
James Webster, founder and Executive Chairman of ROK Financial has almost two decades of experience within the financial services industry. His passion for helping small business owners and his innovative way of thinking, has allowed him to run multiple successful businesses including National Business Capital & Services. Under the National name, the team was able to help secure over $1 Billion in financing for small businesses nationwide.