Comments on: Do you know what your employees are telling customers?

By: Andy Keson

Andy Keson — Mon, 27 Jul 2009 19:11:43 +0000

I have always been a big fan of incentive programs for ALL employees. The Sales staff is always known for them, but the other employees will benefit from the same sort of carrot dangling off the stick.

Incentives can be as simple as a profit sharing program can boost all employees to be part of the business by having “skin in the game.” This can also encourage peer pressure to work towards the greater good of the business. There can also be individual incentives for workmanship and responsibility tied to their position. These are very doable but must be measureable in an undisputable way to not cause problems. What is measured will be what is accomplished.

By: Tammy Galvin

Tammy Galvin — Tue, 07 Jul 2009 17:49:57 +0000

Great line, Mike! “…this employee needs a ‘stimulus program, right in the center of his pants…” I’m going to have to borrow that one!

By: Mike Walker

Mike Walker — Fri, 26 Jun 2009 16:19:39 +0000

Gee, the employee might have gotten mad, because he was asked to do his job. Amazing, this employee needs a “stimulus” program, right in the center of his pants on the way out the door. I will be glad to assist just as soon as I quit banging my head against the desk, having read this incredible story. These people are everywhere. We were introducing a new Lexus in Las Vegas and were going to have the writers drive the Lake Mead Rec. area for testing. As a courtesy, we stopped to let the park ranger in the booth know of our plans. Well, she objected and wanted us to get al kinds of permits and so forth. She made a comment that I will never forget: “Just because it’s public land, doesn’t mean you can use it!” I share this just to let you know that unfortunately, the truly clueless are among us everywhere.

By: Terry Leitz

Terry Leitz — Fri, 26 Jun 2009 14:45:27 +0000

This is why three major components of the Marine Industry Dealership Certification program are about monitoring customer satisfaction, a formal consumer follow-up system, AND Employee Satisfaction.

Monitor consumer satisfaction levels, follow-up and trend feedback for improvement when problems come to light. Then look at employee satisfaction to keep your best foot forward. How can we expect an unhappy employee to provide a positive consumer experience?

By: Noel Osborne

Noel Osborne — Fri, 19 Jun 2009 19:32:56 +0000

This is precisely the reason we HAVE TO survey our valuable customers. If we don’t ask them whether they are happy or not they are probably not going to tell us. Of course they will tell every friend and relative they can find.