Every company is looking for an edge, either to enhance its productivity or to ensure that the customer is satisfied. But sometimes, we can look at the wrong components when it comes to fixing the business.
A lot of people consider the client to be important, whereas others view the customer as the essential aspect. Let's focus on why the employee should be your focus.
The Employee Is The Conduit Between Business And Customer
Every employee you have is the bridging gap between business and customer.
One employee that has a bad attitude will sour your ability to serve customers well, but the right employee that nurtures the relationship they have with the customer at that moment in time guides them through every step with authority, confidence, but also manages their expectations, are like gold dust.
The employee is what helps you to connect to the customer on a human level.
The Employee Is The Front Line (In Every Aspect)
Not just in terms of customer relationships, but the employee is what promotes good practices. Ultimately, if you don't have good practices in place, your employees cannot learn and develop, but they also can't do their job properly.
To ensure that your employees can develop effectively, you need the appropriate strategies in place, such as Behaviour Based Safety or lean business methods. As the employee is always the first port of call, and is what clients, customers, and anybody else will see, it's all about ensuring that you develop that ability in your employees to make a good first impression.
To do this, we have to pick the right people, but we then have to put our faith in their abilities to work well. This is where we have to put in place appropriate development plans, so they can feel secure in the framework, but there is also scope for progression, beyond their role.
The Employee Makes Your Business What It Is
Do you really have a common touch? If you are a high-flying CEO, and you're too busy to see what's happening on the shop floor, employees are your eyes and ears. While people look to leaders as a way to establish a precedent, it is the employees that will keep the business ticking over.
Because an employee nurtures relationships with customers and clients, this is partly down to the framework, but it's also about the initiative of the employee. It's these people that are the nuts and bolts of the company. And this is what makes your business what it is.
Because it's an infrastructure that relies on each individual part to work together well, the employees at the very bottom help support everyone else above them, and if you don't have a team spirit of sorts, this can be detrimental to the overall success of a company.
If you focus on the employee, the rest will take care of itself. The employee is the pertinent piece of the puzzle, and this won’t just be reflected in the productivity of a specific department, but it will impact the overall culture of the organisation.