“I’ve had it with major companies that take advantage of their young employees…..telling them to go home after 2 hours; unscheduled days off at the last minute; accusing them of ‘not being sick’; telling them, ‘school doesn’t matter, work comes first’; short changing them in pay, etc….ENOUGH ALREADY!.”
This is a status update posted by a Facebook friend recently. Unfortunately, there are still some companies in the service industry that just don’t get it. They treat their employees poorly, as disposable and replaceable and then wonder why employee turn-over is high and why the employees who stay have “bad attitudes”.
People tend to give what they receive. When companies provide poor service to their employees, how do they expect those same people to turn around and provide good or great service to customers? Progressive companies put their employees’ needs first, knowing that if employees are taken care of, then the customers will be taken care of.
Southwest Airlines demonstrates the success that a company enjoys when a commitment is made to employee satisfaction. Southwest’s motto is “Our employees first, our customers second, and our shareholders third”. Southwest consistently receives the lowest ratio of complaints per passengers of all major U.S. carriers. In March 2011 they ranked fourth on Fortunes “World’s Most Admired Companies” list, topped the list of the 50 best U.S. places to work by Glassdoor.com, and in a 2010 November poll of Smarter Travel readers, were recognized as having the “Friendliest Flight Attendants and Crew”.
It makes financial sense to treat your employees with respect, integrity and fairness. Reducing turn-over saves on recruitment and training costs. Being recognized as a “best place to work” means potential employees come to you first, giving you the first chance to hire service stars. It might also turn your employees, their friends and their families into ambassadors and loyal customers.
What I didn’t include in my opening paragraph was a follow up comment made by a mom whose daughter was fired from a sports bar because she needed to attend the funeral of a good friend. I’m not stating the name of the sports bar, but she did. How many people are going to read that post and make the decision to either never work there or never go there as a customer because they don’t value their employees?
Your reputation for service excellence starts with the value you place on the contribution your employees make. If you want to be known for excellent customer service, take care of those who take care of your customers.