Communicating Employee Expectations
Do your employees know precisely what you expect of them?
Do they know what it really takes to deliver an experience that brings a customer back? This home-services client was customer-focused, but wasn't explicit with their employees about how customers should be treated (keeping in-line with their brand), or how employees should exceed customer expectations.
It is one thing to tell employees what your brand is about, it is another thing to make it clear how to live the expression of your brand.
Solution
Customers That Click, alongside the business owner, developed a clear and specific employee expectations document. This document was launched at a company-wide meeting. Also, managers were encouraged to reinforce these expectations by recognizing when employees created amazing customer experiences. After launch, we recommended that each monthly employee meeting include a section of the agenda dedicated to customer statistics. For this company it meant updates on key metrics like customer retention rates, referrals and the results of customer feedback surveys.
Result
The management has recognized and rewarded employees that are meeting expectations. Employees are happier because they know what is expected of them. Also, the business is now able to provide a more specific and useful annual employee performance review document as well.
