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My entire career has been in customer-facing roles. Whether it was when I started out busing tables or working in retail or as a Customer Success Manager. The focus was always the customer, what they needed, wanted or demanded. I always said “without customers there would be no business”. Remember that old saying “the customer is always right”? Well the customer is not always right but they should always be treated with patience, kindness and honesty. As the world and I have changed and progressed the customer is no longer the only important player in a business. Employees are a business’s new customer. Treat them well, they will treat your customers well and your business will prosper. Treat employees poorly and they will go elsewhere to a business that treats them well and help that business prosper instead. What is the cost of treating employees poorly? Customer loyalty. Reputation. Loyal, hard-working employees. What is to gain by treating them fairly? Paying fairly? EVERYTHING!! I saw the below quote from Richard Branson and fully believe he hit the nail on the head. Share your thoughts in the comments. #employeeappreciation #employeemotivation #customerloyalty #customersuccess | Fairygodboss
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Laney Balis
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344
Customer Success Manager
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6 Comments
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Laura Dionisio
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12
Customer 1st, company 2nd, team 3rd, me last
Richard Branson hit the nail on the head! However, in sales... I think upper management needs to realize most salespeople haven’t been properly trained, they don’t know where to get materials to up their game, management needs to invest in them. They will definitely go that extra mile if they feel mentored and valued as an employee, not just based on pay, but as a person with the talent and recognition for doing the job and providing a path for upward mobility. That is so important, dedicating management time to training and to your employees’ betterment of themselves.
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Harika Thambireddy
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24
Product Management
Agreed! I think prioritizing employees and empathizing with customers are part of same feedback loop. As a Consultant at a large firm, I appreciate the employee engagement efforts in parallel to delivering client value.
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4 Replies
Laney Balis
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344
Customer Success Manager
Exactly!!
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LEANNE TOBIAS
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2.92k
Investment real estate/sustainability
I largely agree with Richard Branson. Well-treated employees mean well-treated customers. One caveat: employees must be willing to go the extra mile for customers and clients and “stepping up” to ensure this should be modeled and rewarded.
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4 Replies
Laney Balis
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344
Customer Success Manager
Completely agree with you on the caveat but I think the willingness to go the extra mile comes from being treated well and managers sharing any and all positive feedback they get from customers about a specific employee.
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LEANNE TOBIAS
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2.92k
Investment real estate/sustainability
Laney, I agree wholeheartedly with your comment. Just wanted to make the point that modeling customer/client service and proactivity are also priorities.
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