Many big businesses have been trying for decades to import good service practices and graft them into their own work settings. They use training programs or other means to try an outside-in approach that seldom makes things any better and often only makes things worse. Truly customer-focused businesses deliver outstanding service from the inside out. The key is to get your employees coming up with their own ideas for delighting customers, and then letting positive feedback from happy customers motivate your workers to continue implementing more of their own innovative service strategies. This is a very powerful concept where employee motivation and customer satisfaction fuel each other in a chain reaction of contagious enthusiasm. That's easier said than done, of course, unless your business has an actual process in place to keep the chain reaction bubbling. Such a process doesn't have to be complicated.
Customer Service from the Inside Out
Studio Owner Article
Improve Staff and Customer Communication
Steve Sirico
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