Tuesday, May 27, 2014

Frontline employees are your main comms channel

Many studies indicate that people working in retail as well as in restaurants are the lowest paid employees. They also have the highest turnover rate.
At the same time, they are crucial for the interaction and the relationship with your customers. Customers highly appreciate it if these employees know your name and your preferences. The better this relationship, the more likely it is that customers will return, over and over again. It is also more fun and rewarding for employees to work in an environment in which they are valued themselves.
From a customer’s point of view, I have a relationship with these employees rather than with the manager, the director or even the brand.

So, I think it is crucial to be aware of this important position of frontline employees. Employers should carefully work on the empowerment and the appreciation of these employees.

Are you valuing the capacity to build relationships with your customers?

Enthusiasm drives Excellence!

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