Employees: Your ‘other’ business customers

What would happen to your business if you no longer listened to what your paying customers have to say about your products and services?

Chances are that your company’s long-term sustainability might be affected with this approach. History has shown that many organizations who ignored consumer trends and feedback are no longer in existence or have radically re-organized to survive.

It’s simply bad business to ignore what customers and prospective customers want and need from your organization.

There is another set of customers that have a major impact on your company’s viability. They are your employees who are your internal customers.

Like your external customers, satisfying your employees’ needs and wants are critical to your short- and long-term success. In fact, you might want to consider your employees your number one customer and prioritize them over your external customers, for without your employees, your business will not exist.

Perhaps a long time ago, this concept would have been considered contrary to traditional business practices. Back then, employees were expected to work hard, keep quiet and be grateful they had a job.

Today, the tables have turned as the workforce has become empowered and intolerant of archaic workplace practices, poor management and lack of leadership.

If your organization is truly interested in taking care of the (external) customer, it makes good sense to take care of your internal customers

(your employees) first.

Here are some ideas that support attracting and retaining the type of people who will ensure your external customers’ expectations of your organization are met and exceeded:

Talk with your top people! — Your employees are the best resource for advice about your business and your external customers. Ask your people about your workplace environment and customer service practices.

They probably have great ideas about your customers, prospective customers and how to provide outstanding customer service. Communicate as much as you possibly can with your staff. Ask your employees their thoughts and remember to listen. They will truly appreciate being asked and having a say in your organization’s success.

Take action — Based on your employees’ feedback modify your workplace and customer service practices and programs. Similar to providing your external customers a great buying experience, provide your employees with a great work experience.

Take a walk around your facilities including your reception area, restrooms, employee dining areas and parking lot. Ensure that your physical work environment is a great place to be for your employees.

Don’t manage — Traditional management approaches no longer work with today’s workforce.

Employees seek leaders, mentors and coaches that support individual and organizational success rather than being ruled by old-style managers.

Employees prioritized — Is your organization committed to an employeefirst environment? This work environment emphasizes and supports employee scheduling flexibility and self-accountability.

Again, this approach enhances your employees work experience and increases the probability that you will attract and retain a competent, highly skilled and motivated workforce. As this happens, your external customers benefit from your great team’s experience and skill sets. Your “other” customers are your employees. Take care of them and they will treat your paying customers extraordinarily well. Remember that the caliber of your internal customers will determine your success with external customers. Your employees (internal customers) and external customers both need to be treated great. The only difference is that you pay one (your employees) and get paid by the other (external customers).

Pat Perry is a business author, motivational speaker and member of the Cleveland Business Hall of Fame.