Job description
A clear and relevant job description helps an employee understand the results for which they will be held accountable. It should also challenge a worker to exceed those results and foster cooperation among personnel. Ensure that the job’s connection to customer satisfaction is clear. Many companies take it for granted, but this connection needs to be spelled out. Even an accounts payable clerk who never sees or talks to a homeowner has customers in the form of fellow employees, trades, and associates.
Performance review
Once a newcomer has been on the job for 30 to 60 days, conduct a performance review that includes discussion of service attitudes and accomplishments. Are e-mails answered promptly? Does this individual follow through on tasks and follow up to ensure the appropriate people know the task is complete? Is documentation accurate and complete? Is the employee courteous and respectful, yet firm when necessary? Ask for input from the employee: How does he see his service performance? If some skills are lacking, agree to a plan for improvement, provide needed support, and check back in a short time to gauge progress.
Training
Ongoing training for all staff should be planned a year at a time. Begin with a needs assessment, function by function. To keep costs low, utilize in-house expertise, manufacturer or supplier reps, local college and university classes, home builder association meetings, and regional and national conferences.
Appreciation and recognition
From a casual “good job” as you pass in the parking lot to taking someone to lunch as a thank you, such examples of appreciation of a job well done mean a lot. When a customer compliments someone by name, make mention of that in staff meetings. Others will realize that good service behaviors get attention. More elaborate gatherings or rewards such as a bonus or a day off contribute as well, but the small day-to-day achievements should not be overlooked.
Your example
When it comes time to promote (or fire) an employee, keep in mind that the decisions you make in this regard send powerful messages to other staff members. Enterprise Rental Car promotes only managers who have achieved set levels of customer satisfaction. Ambitious employees take note and apply the lesson. Remember that nothing speaks to employees as loudly or as clearly as your actions. Treat all customers the way you want your employees to treat customers. From returning calls to managing meetings to keeping your commitments—these efforts will set the example for those you lead to follow.
Developing a service culture may seem like a lot of hard work. That’s because it is. Keep turnover and growth from diluting that culture by passing on your DNA to new employees.
