Customer Service as the Marketing Strategy
James (Jim) Lopolito
Hospitality Operations - Feasibility and Operations Review. Coach, Trainer, and Author of the book, "Focusing On Expense Loss" The analysis of behavior and decision-making for increased productivity and higher profits.
Customer service is a leading way to market your business, however, this internal strategy is often misused, misunderstood, or exploited. ?I am not saying to use your employees as a marketing strategy. ?I suggest having your staff become the marketing strategy, and there is a difference. ?
The difference begins with continuous growth training and positive treatment. Consider the ever-constant posts that indicate a leader has certain traits while a boss has others. ?We continue to see these truths because there are skeptics against the significance of this consideration, whereas others just don’t get it, so we keep reminders going.?
We must strengthen and empower our employees to become great people, for them to enjoy their role, and yearn to support it. ?Doing so drives the support for the organization. ?Sure, give them your rah-rah company culture speech every day, but did the employees help write the culture, or did you pin this on them to follow? ?I have been on the receiving end of company culture deliverance, and it’s not always pretty.
If you treat staff well and provide growth training regularly the marketing happens on its own. ?Doing this correctly does not mean telling staff to market the business, like a boss, but allowing them the freedom to function, like a leader, and company culture begins to develop on its own.
Following a plan that includes your team in your company’s purpose is a leading result toward success. ?Excluding this perspective can cause the demise of the service orientation alongside revenue decline.
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Providing your employees with continuous and healthy training, offering unique opportunities over the competition, allowing staff to provide their input (yes really), and listening and caring for their wellbeing is not only valuable but also the right way to do business.
Be informed though, with the mix of our current generations and different needs, having an excellent onboarding plan for everyone with varied training and support will not be easy to manage. ?This is, however, essential to the survival of your business.
The new generations all want something different in the way we operate.?Get to know them. ?They may have a different perspective on how you need to run your business.
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