Why do your employees work for you? Three Harvard professors, Hesketh, Sasser and Schlesinger wrote a very definitive book called “The Service Profit Chain.” In it they posited that Employee Satisfaction and Loyalty delivered Service Value. That is the “thing” that customers “feel” when they do business with you. It is not about you or your business it is about the employees. This Service Value is what drives Customer Satisfaction and Loyalty and keeps them coming back. That is all you need to drive profit and growth. Have you got it?
Why don’t you ask the employees how they feel? It doesn’t take much to ask and you will be amazed what you can find out if only you listen. After all if your employees are not satsified and loyal then all the marketing in the world will not correct it. The time is now.