In the previous section I talked about how crucially important it is to ensure employees understand the reason behind performing to achieve customer delight. Next, I’ll show you why you need to show them how they will be rewarded for their performance.
Pay-for-performance systems are nothing new. But it’s astonishing how many businesses don’t have such a system in place. When set up properly, it’s a win-win situation for all. The customers get better service. The employees feel good about making customers happy, and they’ll be rewarded for it. And, you, the owner, benefit from more loyal customers and a bigger bottom line.
You can reward employees with money or prizes or gifts. The actual ‘reward’ isn’t that critical. What’s important is that you give them an incentive to perform.
“But, not everyone in our business are salespeople,” you say? Wrong. Every employee whether they’ve studied ’sales’ or not, needs to understand that they are a sales person.
Sure, they don’t have to actively promote your product or service by calling customers and going on the road. Though, they should be genuinely interested in actively giving off the image you want for your business and the proper level of customer delight that goes with it. If they do this properly, they’ll be a part of your ’sales’ team and your sales will increase.
Whether a waitress, customer service rep, engineer or secretary…every employee needs to present a positive image of your business – and it must be genuine. And all must understand their duties and responsibilities for their jobs each and every day.