The Customer Service Equation

It’s Tuesday, 6:30 am, and your alarm is going off. In those few waking moments where you begin to think about the day to come, are you looking forward to going to work or are you dreading it?

If you are one of the ones dreading it, chances are that is reflected in your job performance, including how you deal with/treat your customers.

Employee satisfaction is often times the missing link in customer service. Some companies just haven’t made that connection.

So what makes a satisfied employee?

I have asked this question to many people in various positions, and overwhelmingly the top answer is recognition for a job well done. No one’s asking for a party, or a fancy award or, surprisingly, money, just a simple “you did a great job today”.

Did you hear that?! It’s not about money! (which is not to say if you’re paying them in buttons and sea shells they would be eagerest of little beavers.)

Honestly, I was surprised to hear that too. Not because that’s not how I feel, but because I made a generalization that for most people more money equates job satisfaction, and I am happy to say I was wrong.

Money wasn’t even a runner up with the people I’ve spoken to. The second most common was the knowledge that there is additional training and assistance available to them if need be, and that there is opportunity for growth in their roles.

How refreshing; people really do enjoy a challenge!

Again, I am nearly 100% motivated by the possibility of furthering my career and being in a constant state of learning, but I didn’t want to speak for everyone, so I was pleased to hear that this is a huge motivator for others as well.

During the course of my conversations about employee satisfaction, everyone said that the atmosphere in their place of work has a significant impact on their satisfaction. No surprise there. It’s difficult not to be effected by the general mood of any group of people. All the more reason to ensure the individuals are happy - that,in turn, keeps the masses happy.

It’s a pretty simple equation: satisfied employees = satisfied customers.

Why? Because respected, appreciated employees are loyal and dedicated ones. Loyal and dedicated employees work tirelessly to produce the best results. And the best results any company can hope for are satisfied customers.