The ever so slight lessening of the recession, a small increase in consumer satisfaction, gas price stability at the pump, signs of hope in Wall Street, and unemployment in the U.S. decreasing slightly to 8.6 %; all these are very positive signs that the country is moving in the right direction. Business leaders still have a multitude of challenges that includes an overall lack of growth, real estate concerns, and the federal debt ceiling. Consumer spending this 2011 holiday season is only a little better than in 2010. Leaders and managers must deal with the challenges of 2012 and continue upward movement.
The answer that separates the strongest of businesses from the weakest has always been a simple one. Take care of your employees and have the best customer service in your market. The best restaurants have the best service. The best retail stores have the most friendly and helpful staff. You can get great cheesesteak in a number of restaurants in Philadelphia, but how they serve it is incredibly important. A friendly smile is often better than the fries.
It is so simple that many struggling businesses do not get it. It is indeed true that great service separates businesses in only two categories. There are businesses that have it and there are those businesses that do not have a clue.
Watching your customers is as easy as watching people. Are your employees listening to your customers in every situation? Are the employees empowered and trained to do what it takes to keep clientele happy? How are employee attitudes? How do problems convert to learning opportunities? Now, how do customers react? Are they enjoying the shopping and buying experience? Customer service is a mutual relationship. The organization achieves large rewards when it places importance on both the customer and the front-line personnel.
Dale Carnegie wants to make every business the largest it can be by focusing on the little things. In this still thrifty economy, you want your team to say, “Be my guest!” and mean it.
“Don’t be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones will tend to take care of themselves”. Dale Carnegie
As Mr. Carnegie once said, this advice is timeless in a growing economy.
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