I worked for an IT Company that had an IT helpdesk that was beyond helpless. I worked for a Telecommunications company where the boss created an atmosphere of fear and hatred. I worked for a bank with a stationery cupboard with no stationery in it.
If this is the way we treat our employees, how do you think they will treat their customers? If we look at our employees, no matter where they sit in an organisation, they all have (or must have) an end impact on the customer experience – they are all part of the chain that leads to the customer. Break that chain or pass the wrong message down the line and you do damage.
So when you come to work for a company that earns billions of dollars profit a year and you don’t have paper to write on, don’t have a cup to drink out of and the printer has been broken for a week, what is the impact? Do you turn up at work full of the joys of spring? Or do you brood and fester your discontent until it spreads like a slow poison throughout the organisation?
For too long now many businesses have been treating their staff like disposable assets – meat for the grinder. I’ve experienced great organisations that treat their staff as true assets to be nurtured but I’m sad to say they are few and far between.
So when we seek to create customer centric organisations, it’s important to understand that it’s not just about the customer touchpoints – it’s about a customer ethos that flows through every part of the organisation and every role in every process.
Business process is an authentic voice that says what business you are in – in other words, the actions that you perform speak louder than any marketing. To create true customer centric organisations we need to be treating our staff with the same respect with which we treat our customers.
– See more at: https://processigroup.com.au/why-looking-after-your-staff-means-looking-after-your-customers/#sthash.eOL9xjc6.dpuf