A reader writes in with an idea...
I have a pretty straight forward clear cut idea on how to improve customer
service. Every business should create a website that contains a data base of numbers, and have each of their employees represented by their own individual set of numbers. The computer will automatically print the numbers of the employee on the back of the receipt that they give you at the end of the transaction, whether it be a cashier, a food server, a bank clerk etc. On the back of the receipt make note that (upon returning home) if the customer logs in to the site and rates the performance of their customer service agent that the customer will receive a discount or some type of incentive upon their next visit to the establishment. With this being known to the employees it will automatically prompt them to perform with a higher level of Professionalism and there should be a reward system set up for them as well. People just wish to feel appreciated, therefore treat your employees with respect and appreciation and they will in turn feel inclined to do likewise for your customers. Happy employees+Satisfied customers=Thriving Business; it all adds up!
Any thoughts on whether or not this would work?
That's exactly what our business does every day. We employ a pay for performance plan that allows our customers to rate the quality of each housecleaning. The rating provided by the customer directly determines the hourly rate paid to the employee. The program was an overnight success. It improved employee morale, decreased turnover, and it has turned out to be a great marketing tool. Check out our blog for more details....
The TwoMaids Blog
Posted by: TwoMaids | May 23, 2007 8:26 AM | Permalink to Comment