This document discusses two key elements for ensuring customer satisfaction: having a satisfied workforce and being an asset to customers' businesses.
To have a satisfied workforce, companies should communicate openly with employees, involve employees in problem-solving and improvements, reward good work, and show respect for employees and their families.
To be an asset to customers, companies should understand customers' products and businesses, keep communication open at all levels, involve employees in customers' success, and help customers grow. The goal is for customers to think of the company first for their needs.
This document discusses two key elements for ensuring customer satisfaction: having a satisfied workforce and being an asset to customers' businesses.
To have a satisfied workforce, companies should communicate openly with employees, involve employees in problem-solving and improvements, reward good work, and show respect for employees and their families.
To be an asset to customers, companies should understand customers' products and businesses, keep communication open at all levels, involve employees in customers' success, and help customers grow. The goal is for customers to think of the company first for their needs.
This document discusses two key elements for ensuring customer satisfaction: having a satisfied workforce and being an asset to customers' businesses.
To have a satisfied workforce, companies should communicate openly with employees, involve employees in problem-solving and improvements, reward good work, and show respect for employees and their families.
To be an asset to customers, companies should understand customers' products and businesses, keep communication open at all levels, involve employees in customers' success, and help customers grow. The goal is for customers to think of the company first for their needs.
This document discusses two key elements for ensuring customer satisfaction: having a satisfied workforce and being an asset to customers' businesses.
To have a satisfied workforce, companies should communicate openly with employees, involve employees in problem-solving and improvements, reward good work, and show respect for employees and their families.
To be an asset to customers, companies should understand customers' products and businesses, keep communication open at all levels, involve employees in customers' success, and help customers grow. The goal is for customers to think of the company first for their needs.
Customer Delight Two key elements to ensure customer satisfaction WE ALL know the basics of customer • Communicate to your employees. • Be involved in your customers’ suc- satisfaction: on-time delivery, quality perfor- Let employees know what’s happening cess. Know what you do that helps your mance, customer complaint resolution and at your facility. Have regular meetings customers succeed. parts per million (PPM). Now that you have with all employees and post informa- • Understand what you can provide obtained the pinnacle 100% on-time delivery, tion where everyone can see it. Nothing your customers that others can’t, zero PPM and no customer complaints, can upset a workforce more than not don’t or won’t. Then do it with all your what’s next? knowing what is happening, or, worse energy. Customer delight. yet, having incorrect information spread • Know each customer product as if it This occurs when your name becomes throughout the facility. were yours. When possible, have your synonymous with your product. What store
Keep communication comes to mind when you think of shopping? What brand name comes to mind when
open at all levels.
think of power tools? Where do you go if the kids want pizza? You know what came to mind for each of these. Don’t you want your product thought of that same way by your customers? There are two key requirements for get- • Involve employees in the company. employees go to your customer’s facility ting there: Get employees from all areas of the and see how your product is used or 1. You must have a satisfied workforce. organization involved in corrective action assembled so they can better understand 2. You must be an asset to your customers’ and continual improvement projects. In- the customer and their requirements. businesses. volved workers are committed workers. • Keep communication open at all lev- • Reward your employees for work els. From the top down, know what your Totally satisfied well done. A word of recognition, customer wants and expects from you. Let’s take a look at how a company gains awards, profit sharing or a bonus can • Understand you’re not just selling and maintains a satisfied workforce. Here go a long way in promoting employee a product to your customers, but are a few suggestions: satisfaction. you’re selling your company. Every • Show respect and genuine concern Internally, you want a workforce that’s time a product is sent, it represents who for employees and their families. happy to be there—not one looking at work and what you are. Promote the family. Stress that family as drudgery. If you don’t have satisfied Understand that your growth depends and events such as school activities, employees, you will never have a satisfied on your customers’ growth. If you’re not birthdays and weddings are more impor- customer. helping your customers grow, you will never tant than work. get to the place where customers think of • Provide ongoing training for all em- Asset management your company or product first. You may sur- ployees. The more training employees Second, how do you become an asset to vive, but you won’t thrive, and you’ll never have, the more of an asset they are to the your customer? Here are a few things to achieve true customer delight. QP organization and the customer. keep in mind: HAROLD CURTIS is president of C.O.R. Services in Erie, PA. He earned his
IS YOUR WORKFORCE SATISFIED? bachelor’s degree in administration
from Pennsylvania State University in Have you or your organization used any of these suggestions? If so, tell us, and University Park. Curtis is an RABQSA other quality professionals, about it. Share your stories on the Quality Progress International-certified quality systems lead auditor. discussion board at www.asq.org, or e-mail them to [email protected].
