To thrive we need to go beyond a typical measure of doing a good job that we often default to in business, which ends up being something like, “If the customer isn’t mad, then we’ve done our job.”
But there’s a bit of a chasm between “not mad” and “really happy”. The customers who are lukewarm won’t leave you a nasty review, sure, but they also aren’t likely to leave you a good one. Think about the level of “wow” a person needs to have to decide to take time out of their day to write a positive review.
Urging that to happen is deeper than simply making it a point to ask customers for it.
But an even more elusive part of all this that is worth sharing here is the fact that this degree of customer happiness starts with happy employees.
Your employees are the ones most likely talking to your customers regularly, and the ones doing the work that the customers will judge their experience on.
Do these employees feel valued and secure in their role?
The answer to that will make all the difference when the day gets busy, things get hectic, or clients get demanding. Does that team member still bring it and go the extra mile when the going gets tough?
Conversely, employees that feel taken for granted are more likely to have the attitude Peter Gibbons shared in the movie Office Space: “…that only makes people work just hard enough not to get fired.”
It’s not a decision all business owners make on purpose. This post is not to make the assertion that business owners are deliberately being cheap, or deliberately disrespecting their team. But if we as leaders are not going out of our way to envision ways to show our team we value them, through our management style and the culture of our business to compensate and other tangibles, we could inadvertently be alienating those around us.
This can lead to a leader’s confusion if customers feel their experience was mediocre.
“The product is great and our pricing is competitive!” a business owner might say. “Why aren’t our customers more excited to work with us?”
Customers can feel the excitement of employees who like where they work, and they can also feel the lack of excitement if that’s the case.