THE SMALL BUSINESS BLOG » motivate your staff

You shouldn’t need an excuse to deliver great service

Adrian Swinscoe — Wed, 05 Oct 2011 06:00:26 +0000

You shouldn’t need an excuse to deliver great service or to recognize great service but here’s one anyway.

Your excuse: This week is National Customer Service Week.

What does this mean?

Well, according to the Institute of Customer Service it is:

“a week long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.”

They further explain that:

“The week gives employers an ideal opportunity to recognise the efforts and achievements of people working in customer service, particularly those involved in crucial frontline and customer-facing activities. It’s also a chance for organisations to show they genuinely care about customers.”

I think this is a worthy initiative but the fact that we have a National Customer Service Week means that the levels of service that are being delivered are not up to the standards that we would like to see.

Like in many relationships it’s easy to get caught up in the stuff of life, the day to day, the nitty gritty and to forget, neglect or take for granted the importance of the relationships that we have outside (and inside) our businesses.

So, here’s my question to you: Given that it is National Customer Service Week , which of your customers have you not spoken to in a while or who in your team have you not recognised in a while for doing a great job?

Perhaps, a phone call, a visit, a pat on the back or a thank you might be in order?

Go on. Give it a go. You never know what might happen.

What’s in it for me?

Stefan Töpfer — Wed, 25 May 2011 04:55:18 +0000

You think this is a selfish question? Typical of self-centered business people? Think again!

Without the “What’s in it for me?- Factor” there would be no business worth working for, in fact no business worth running.

“

What’s In It For Me?
The motivation to obtain and maintain business focus.

Because business is not only about making money (at least it should not be), it’s something far more than that, it’s about a vision for the future, changing the world, doing something better than others and undoubtedly many other reasons too numerous to mention here.

As far as getting things done – “What’s in it for me?” – is a great motivator, allowing you to deal with the bad bits (bookkeeping) as well as the good & fun bits of doing something new or different.

What’s in it for you?

The Centre of Your Small Business

Stefan Töpfer — Fri, 21 May 2010 06:30:19 +0000

Who is at the centre of your small business? Do you currently run your business alone, or do you have staff? In some ways, managing everything yourself is easier than taking on staff; time is always an issue but you know how to deal with your self. When you begin employing staff you need to quickly learn how to not only manage them, but also how to help them achieve their best.

It is vital that you, as an employer, provide an atmosphere that allows your staff to reach their potential; the better your staff perform, the better it is for your business, after all. So, how can you help your staff to fulfill their potential?

The semantics of helping staff to perform well obviously vary according to their role within the company. However, after many years in business I’ve learnt there are a few fundamentals that do not change.

Listen – Why would your staff have ideas, be creative and provide ammunition to take your business forward if you don’t listen to them. Allow your staff time to come to you with ideas or questions; you’ll learn a lot about your business and might even discover an avenue you’d never thought of taking.

Give – By giving I don’t mean physical or financial rewards. Rather, accept the principle of give and take. You may well be the boss, and your staff needs to respect that, however give and take is necessary to allow everyone in your business to flourish. Allowing staff to work flexible hours is an example; at WinWeb.com my staff work from home, with flexibility and consideration for their families needs. In turn, I have happy staff members who perform at their best because they are not stressed or unhappy about what is happening at home.

Trust – Trust is fundamental in order to secure a productive work environment. What is often overlooked is that it is vital that employees trust their employer. By being trustworthy, as well as trusting others, allows employees to feel comfortable and grounded; reducing staff turnover and increasing productivity.

Challenge – It is vital to challenge your staff. Bored staff members can become dead weight in a business. Make your goals and vision clear and then allow your employees to exercise their creativity and authority in order to meet those goals.

Accountability – Accountability is crucial in order to enthuse and motivate staff members. Holding staff members accountable for their performance enhances their desire to achieve and meet goals or targets.

Recognition – It can become all too easy to reprimand staff that do not meet your expectations, but it is easy to forget to express recognition and gratitude to staff that meet, or exceed, your expectations.

Customers are the lifeblood of your business; but in order to keep your customers happy and be able to fulfill their requirements your staff need to be performing to the best of their ability. It’s well worth investing some time in them!

For the latest information about SME Technology, follow me on Twitter or become a fan of WinWeb on Facebook. I look forward to connecting with you!

Motivation – Small Business Quote of the Day

newsdemon — Sun, 31 Aug 2008 11:52:56 +0000