« My Day on Capitol Hill | Main | Your Five Senses…..Don’t Ignore Them at Your Store »
Thursday
Jun202013

Your Employees Play The Leading Role in Your Company’s Success

William Shakespeare wrote that “All the world’s a stage, and all the men and women merely players”.  This couldn’t be truer than for the men and women who work for YOU, no matter your type of business.  Why?  Because those “players” reflect your brand to your customers, whether in a positive, or negative, light. 

You may have seen some of the recent hoopla regarding controversial photos posted online by some fast food restaurant employees.  One photo depicted a Taco Bell worker licking a stack of hard shell tacos; the other was of a Wendy’s employee pouring soft serve ice cream (a “Frosty”) right into his mouth from the dispenser.  Both photos had customers in an uproar, questioning whether these items were sold to customers, whether machinery was hygienic, and so on.  Both created a negative brand perception for the chains in question, and it was up to employers to determine how to best handle the fallout—and how to deal with the irresponsible employees. 

At CarterEnergy, we’ve spent years educating our Associates about the importance of their roles, from a brand standpoint.  Our brand is reflected throughout every customer transaction, whether it’s with a driver, an account rep, someone in billing or a member of our Customer Experience team.  We know that a negative experience can speak volumes because customers are more likely to tell others about those bad experiences—and news can travel fast, as you saw from the stories mentioned above.  On the other hand, highly positive experiences can have the same effect, and those, of course, are the ones we prefer! 

We already know how important it is that you hire employees who share your company’s culture and support your mission.  However, it’s also critical that they understand the power of their actions from day one.  Therefore, I encourage you to make Branding a recurring topic during your training process.  Rather than just providing a list of dos and don’ts, provide trainees with a list of WHYs…why different types of behaviors are important to customer perception, which influences brand loyalty—and your company’s sales.  Better yet, illustrate how customer loyalty ultimately affects THEIR jobs, whether in the form of bonuses, promotions, profit sharing, additional benefits, etc. 

So whether your employees love or hate their jobs (and that’s another topic altogether), remind them that they play the leading role on your “stage” (the business), and that their actions speak louder than words—whether they’re dealing directly with a customer or not.  In fact, they’re selling the business more than the business is selling itself.  

And up goes the curtain….it’s SHOWTIME!

PrintView Printer Friendly Version

EmailEmail Article to Friend

Reader Comments (1)

This whole article brings to light the importance of caring about your job and human perceptions.I couldn't agree more. If I frequent an establishment it's because I feel comfortable there. If I have negativity,I won't be back.

June 20, 2013 | Unregistered CommenterDebra Bunting

PostPost a New Comment

Enter your information below to add a new comment.

My response is on my own website »
Author Email (optional):
Author URL (optional):
Post:
 
Some HTML allowed: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <code> <em> <i> <strike> <strong>