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How Employee Morale Impacts Customer Satisfaction

Michael Miller Dec 20, 2013 2:02:53 AM

Employee MoraleIn virtually every work environment, there are customers involved. These customers purchase the products and services. A company’s goal is to have these customers return again and again – and perhaps even refer friends and family. However, this is easier said than done. Each client is different, so there are a variety of aspects that they’ll look at to assess each business. One important aspect that is commonly overlooked is employee morale.

In retail, there is the motto that the customer comes first. Although that might be the company’s strategy, that may not be the employees strategy. If employees are unhappy at their jobs or are disinterested in meeting the company’s goals, then this negatively affects clients as well.

With so much competition out there, satisfaction and loyalty are of paramount importance to companies. They must be willing to think outside of the box and come up with new ways to retain their current client base while establishing new relationships.

Recognition

In a recent survey of middle managers, a lack of recognition for hard work was cited as the most frustrating aspect of their job by 43 percent of respondents, second only to insufficient compensation. This suggests the importance of feeling valued at work.

Low-cost tips for employers seeking to cultivate a sense of recognition among workers include building partnerships with businesses in your community. Partner with local retailers and restaurants, asking them to offer "loyalty discounts" to employees who present their company ID card.

You can even partner with businesses offering fun family activities - bowling alleys and movie theatres are examples - to show your interest in helping workers enjoy their leisure time with loved ones.

Stress

Workplace stress results in more than $300 billion in annual losses in the US alone, due to factors including absenteeism, turnover and lower productivity. And workplace stress resulted in lower productivity among 51 percent of workers, according to a 2009 survey by the American Psychological Association.

Access to any services aimed at stress reduction, such as message therapy, may prove popular among workers, helping to boost morale. Discount membership at an exercise club or swimming pool may also help employees develop more low-stress lifestyles.

Training

Sometimes there is a disconnect between what the employer expects and what the employee delivers. That’s why training is important. Each company has different values and goals, so it’s crucial that employees understand exactly what is expected of them and how they need to go about doing it.

They must be able to adapt to certain behaviours – face-to-face customer approaches or phone training –in order to keep customers happy. Every employee of a company must follow these same protocols and have the passion to succeed. Otherwise, service can suffer.

Passion

Employers need to invest in their employees. They should look to increase