Increase Customer Service Ranking Overnight
While having a discussion with a manager of a restaurant, our discussion gravitated to customer service. He asked how he could improve customer service quickly since he had inherited a location with poor customer service.
As we talked about the current situation, one thing became quite obvious – the previous manager had verbally abused the staff on a regular basis. That’s when the problem was solved.
This situation is found more than we like to find, however both the cause and the solution are easily identified. If a manager or management team treat their employees poorly, the employees turn around and treat their customers with the same attitude.
We call this “the mirror effect” where employees mirror the priorities and style of their manager or management team. This can be a positive or a negative effect depending upon the manager. Here is the key – if you want your employees to treat customers well – then treat the employees well. The mirror effect will kick in and the customer is taken care off without the tension.
Remember the rule of thumb:
If you want your employees to make your customers happy, treat your employees well and they will return your actions by taking care of the customers.
Too often, managers forget this rule and get frustrated when complaints come in from customers. If they would look into how the managers and supervisors are treating the employees they could solve the problem up to 80% of the time. Treating employees poorly and then expecting superior customer service is an oxymoronic thought.
Oh, remember our restaurant manager? He is doing a great job of treating his staff well and they are rewarding the manager with outstanding levels of customer service. The mirror effect is working well once again. What is the effect of your mirror?