The first step to getting your employees to become citizens of customer delight is to talk to them. Explain to them why every team member of your business needs to act and perform in a certain way. Teach them what you’re learning. Give them examples they can relate to. Make sure they understand that invoking customer delight equals more sales and a healthier business.
Of course, that by itself won’t work. To see the light go on in their eyes, you may have to explain it this way:
“The happier our customers are, the more they buy. The more they buy the more tips (or commissions) you’ll make, the bigger the bonus you’ll get and the more company parties and events we will have.”
Listen, it’s not a bribe…it’s the truth and its business.
Granted, not all employees can be motivated by incentives, and that’s fine. For some, it’s the challenge and added responsibility that they want. These are the kinds of employees you want. They are gems in the rough. Share with them what you’re learning and don’t be afraid to gradually give them more responsibility.