Who is more important to my company: the staff or the customers? Or are they equally important? Or is one more important than the other? Does this sometimes fall under the category of “which came first, the chicken or the egg”?
We can safely state that both groups are important. A further distinction can be made based on whether a company has contact with customers or not, or hardly any, respectively. But let us assume that a company does have contact with customers. This can be in person, but also via telephone or social media. Then the staff becomes important. After all, they are the company’s calling card. They are the guardians of the product. They can make or break a relationship with the company. But they can also foster customer loyalty.
A customer making contact does business with the staff member, and the extent to which the company image can be maintained depends on the quality of the staff member.
The staff is therefore of great value to and influential on the customer. Consequently, investing in personnel is a factor requiring permanent attention from management. This does not mean that attention must be paid to every staff member every day, but it is necessary on a regular basis. After all, the staff must be kept motivated. It is the quality of the manager that determines whether he or she knows how to strike the right chord, ensuring that the staff wants to continue working for the company.
A number of aspects are important to the staff.
Valuation
It is not just salary. Other forms of appreciation also play a role, as described below, among others.
Team
Before hiring anyone, determine whether the candidate aligns with the team members in terms of mindset and competencies. It is stimulating if there is a good connection between them. For example, have the candidate meet the team members.
Work atmosphere
Nowadays, this is a very important factor. Younger employees attach great value to this. Therefore, ensure the opportunity for collaboration and autonomous work in a safe environment. This fosters mutual respect and ensures good communication. If the staff goes to work motivated and enthusiastic every day, this reflects positively on the customers as well.
Flexibility
Ultimately, it is about staff performance. Performance must be delivered, but does that always have to be from 9 am to 5 pm? Use flexible start and end times, within certain margins. If performance targets are met, this gives staff breathing room.
Attention
This is a basic need. For supervisors and managers, this is a tool that, in turn, demands their attention. Attention fosters satisfaction among the staff. That attention need not be specifically formal. Just a casual chat in the hallway can sometimes mean more.
Involvement
Involve staff in business, system, and procedural changes, as well as in customer service. The company can develop optimally in consultation with the staff.
Growth opportunities
Offer as much perspective as possible to the staff. This can be done by offering studies, courses, or coaching. If the staff is interested, a long-term plan can also be drawn up. This gives the staff a goal for the future.
Inspire
Lead by example and actively promote customer-oriented activities. To this end, establish a protocol with key characteristics such as listening to the customer, solving problems, and acting correctly.
