SMALL BUSINESS OWNERS - Measure your way to ‘customer service supremacy’ |
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Nothing concerns people more than being measured against something. That’s a great thing by the way. Everybody wants to be liked. And business owners can help this along by making very clear standards measurements and informing the team what will be measured, how it is measured, why it is measured and what the reward is for attainment. Don’t forget the most important thing too is ask your team for their input all the way. That is, ask them if you could measure something else or ask them for suggestions on the best ways to report or record those things. While you are at it, arrange your team to be the ones that do the measuring. Nothing holds them more accountable than doing their own measuring. Be wary though. Once you reward people or managers for exceeding turnover or reaching targets, that makes it clear to everyone what’s important to you as an owner / manager. You won’t foster supreme ‘customer value’ focus from your team, if you don’t make people aware that you’ll reward them for behaviour that truly serves your customers. It’s a great opportunity to strengthen your vision within your team.
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