Developing your employees is an extremely effective way to
continually market your business.
It is much more difficult to in new
clients through advertising and other
marketing techniques than it is to continue a
relationship with an existing customer through selling additional products or
services, up-selling, and cross-selling.
client retention and gaining new business through referrals can be a
mainstay for building a successful and
Investing in the development of employees
is the most important and rewarding thing a manager can do.
For some reason, it’s often the last thing on a manager’s “to do” list.
From a purely selfish perspective,
when you develop employees, they become smarter, more productive, they
perform at a higher level, and ultimately, make you look like a rock star.
Developing employee skills also helps with
recruiting and retaining the best employees, and it allows you to delegate so
you can focus on your other roles as a manager.
importantly, it’s rewarding because it’s what leadership is all about; making a
difference in the lives of others.
I have found that the best way to build a
business foundation that revolves around excellent customer service and client
retention is to create a business culture that revolves around developing
productive, happy employees.
When you develop your employees, you
inadvertently enhance your marketing and advertising campaigns.
Fulfilled employees are more likely to be
engaged and they will pass that motivation and passion for work onto their
When your customers are pleased they will
be more likely to continue to use your services or buy your products. But
perhaps, more importantly, a happy customer will sing your praises to everyone
they know and there are few advertising tools as effective as word of mouth
The following seven-step will help you to
develop a more involved, satisfied, and dependable workforce at your business
to help increase customer retention and satisfaction.
Encourage open and honest feedback between
yourself and each of your employees.
Determine what they want to get out of
their job. What are their goals? What do they need? What obstacles are they
facing? Approach each topic or concern by really listening with your heart
It is imperative to truly connect with
your employees. Spend time with each of them and find out what is happening not
only in their professional lives but in their personal lives as well.
By taking a true interest in your staff
you will relay to them your company not only cares about its bottom line but
also for each individual that is working there as well.
Have a genuine desire to develop each of
your employees for their own personal growth and achievement.
Understand that people need to feel
challenged and believe that what they do for a living adds value.
Create an office environment that utilizes
everyone’s strengths and listens when people say that enjoy or don’t enjoy
doing specific projects.
By respecting your employees as people
(and not simply the means to an increase in revenue) They will respect you and
genuinely work harder because they believe in what they do.
After determining the skills and expertise
each of your employees currently have and comparing it to the skills and
attributes needed to excel in their position at your business, provide
specifically tailored training programs for your employees to help them move
towards maximizing their capability in the office.
When someone is great at what they do they
are more likely to enjoy it and be actively engaged.
This will have a direct effect on the
productivity of your employee the customer service your business provides and
ultimately your bottom line.
Be fair, honest, and polite when giving
feedback to your employees. Be sure that all of your comments are constructive.
If employees are falling short, talk with
them about how they can change their behavior while still moving forward.
concentrate on where they are falling short.
Show them what they doing well and give
some suggestions about how they can improve.
Then follow up. Commend them for taking
If they are still falling short, point out
the problem and ask them to come up with a solution on their own.
By putting the ball in their court, they
will realize that you trust them and value their opinion, and consequently they
will work harder to maintain that trust.
Additionally by helping your employees improve you will create momentum for your company.
Help your people understand the overall
strategic goal for your company and each of their individual roles helps to
achieve this vision.
Be sure that your employees understand
your industry, and educate them on issues, changes, and advances that are
taking the time to educate them, they will also have a better understanding of
why and when you have to make difficult decisions.
In addition to having a vision for your
company, you need to have a plan for the future.
While you may have a plan for the
business, do you have a personal development plan for each of your employees?
You should. And they need to know where you see them going in the future.
Let them know how you want to expand, what
new markets you want to tap, and how you see them growing with you.
They will work harder when they see the
potential for both their own growth and the growth of the company.
When creating a business culture that
revolves around people development, begin with those employees who directly
report to you presumably your managers.
Once your development relationship is
established with these employees, have them develop the same liaison with those
who directly report to them.
The people development culture will
cascade down through your business until every employee is part of the system.
Keep in mind that this is not an easy
task. You will need to be persistent, determined, and involved in a hands-on
The effort to create a people development
culture at your business is considerable; however, the results are remarkable.
Your people will feel better about
themselves, their jobs, and results. Your customers will be pleased with your
excellent customer service, consequently increasing customer loyalty, and they
will become advocates for your business by providing warm referrals.
By developing your employees through the
above seven steps, you can turn your workforce into an outstanding marketing