How well do your staff know your business? I mean, really know it from the ground up? For a company to work well, staff at all levels need to understand the company from all angles and departments.
Not only will this create a better staff overall, but it will go a long way in customer satisfaction. By not knowing what the “other hand” is doing, so to speak, employees can be hurting customer satisfaction and loyalty without even realizing it.
I came across a story recently where a CEO of a company found out that their onsite installation team was frustrated and morale was low. Unsure as to the cause, some in-depth interviews and “ride alongs” were conducted so that upper management could better understand the dynamics.
Come to find out that the installation team members were frustrated by the fact that the sales department was not fully aware of the company’s capabilities, often promising that things could be done upon installation that were just not possible. The installation team took the heat for this, as customers who were clearly unhappy that something could not be done when they fully expected to be, expressed their dissatisfaction and sometimes anger at them. The sales team was unaware of this because the installation team didn’t communicate this to the staff. Instead, they let their frustration bottle up and they continued to be on the receiving end of customer dissatisfaction.
After the investigation, it was an easy fix – the sales team was retrained on various sales points, as well as a more detailed learning experience about the company’s products and installation capabilities. Furthermore, each member of the sales team spent a day with the installation staff as they went through their workday so the salespeople could get a full understanding of what happened once the sale was made.
This solution was a win-win for everyone, including the company. Employees won’t always directly share the source of their frustration, and there are times when they may feel frustration but not voice their thoughts. In the end, the customer pays for this – they have no idea of what happens behind the scenes. All they know is that they were promised something that they are not told cannot happen.
Lesson learned: keep the lines of communication open, and make sure that each staff member is fully aware of all aspects of your business for a seamless customer experience. This will go a long way in creating a happy work environment and satisfied customers.