Let your customers pave the way to a happier employee experience
When making an appointment with a doctor I try to get the 1st appointment in the morning or after lunch. You know why.
Today, before a long few weeks of travel, the only option I had was a 12:00 slot. I was promptly taken to the exam room. About an hour later the doctor came in.
The magazines and pamphlets in the office were boring and there were no “toys” – plastic skeletons, hearts, brains or bladders to take apart and put back together. While I waited I broke their rule of no cell phone use instead. I answered emails, tweeted, talked to some friends on Facebook, played a few games of bowling, and took the profit on a stock. Believe it or not the hour wait, which was interrupted 2X by nurses coming in to do their part (and possibly to make me feel that I was not waiting??), went by before I knew it.
As I was leaving I thanked the receptionist, Marta, for finding me a right after lunch follow-up visit and for being attentive and smiling. I let her know that the office staff is great. (Yep, it’s not the fault of the receptionist, nurse, or any other staff in the office that the doctor was running one hour late; it was the health care system’s fault.)
Marta responded, “Thanks, it’s not often I hear that” in such a sincere “I-really-needed-to-hear-that-today” voice.
I asked her if there was a customer satisfaction survey/form. I always ask for one when an employee or team of employees give me great service. I also let it rip when they don’t; like years ago letting a restaurant chain know there were 99 other restaurants I would choose first.
They didn’t have one. She replied “You could tell the doctor.”
Of course my two thoughts were “when and how?”
Maybe you don’t have money to offer raises. Maybe your organization is small or not growing fast enough to offer increased responsibility and promotion. Maybe you can’t afford to send your team to professional development. Maybe you can’t even afford to treat them to a pizza lunch every so often. But how hard is it to make some sort of satisfaction survey/form available that might be the difference between a happy employee and an unhappy one?
Why not ask one of your staff to create one?
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Want to get more out of your employees? Are you ready to develop Happy Employees and create an amazing customer experience. Hold a book reading with Rich DiGirolamo.
Rich can show you how to implement the ideas presented in his book Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace into your business and start reaping the rewards of higher productivity and more engaged employees. Get in touch today.
