“The person who says it cannot be done should not interrupt the person doing it.” – Chinese Proverb
In order to resolve client issues, do your employees need to jump through hoops? Are your best client-focused employees also successful within the firm?
Employee sample profile: An employee, when seeking a resolution for a client issue would relentlessly call the area within the firm that would be able to correct the issue. If she didn’t receive an acceptable resolution, she would physically sit outside that individual’s office until she received a resolution. Clients loved her. Within the organization, she had moderate success, at best. Her reviews said people within the firm, those who weren’t responsive, complained.
Employee sample profile: Two account managers, one competent and client-focused, the other not. The account manager who was competent was turned down for promotion after promotion. When she left years later, she was told it was because she was too good. The incompetent account manager? Promoted.
Employee sample profile: A cashier worked at a grocery store for years. She not only would bag her customers’ groceries, but sort them according to frozen and refrigerated foods, so it would be easier to unpack when the customer arrived at their home. Her hours were changed when a new employee was hired, who wanted the early morning hours.
Your employees watch who and what is rewarded. If you reward the employees who aren’t customer-focused, it doesn’t matter what anyone says. Actions trump words – every time.
Share your insights on this topic! I’d love to hear from you.
