It’s the People, Stupid
by Miki SaxonA couple of decades (give or take) ago Terry Dial, who eventually became vice chairman of Business Banking at Wells Fargo, told me that “People are 90% of our costs as well as the key to customer service and satisfaction. The only thing that should take priority over hiring a new employee is keeping a current one.”
Wise woman, Terry, and way ahead of her time.
Now comes another wise woman via Phil Gerbyshak’s interview with Sybil Stershic at Slacker Manager.
Stershic’s written a book called Taking Care of the People Who matter most: A Guide to Employee Customer Care. The meaning of the title hits the nail on the head, “It’s based on the impact employees have on customers; namely, the way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers!”
Is it true? Does it work? Tony Hsieh built Zappos on this principle.
Read the interview (Phil is always worth reading) and at the end you’ll find a great deal on the book.
What do you do to take care of your people?
Image credit: Windsor Media
June 12th, 2008 at 8:47 pm
Great question Miki. I ask my people how they want to be taken care of…and then I do it.
Sometimes, it’s something small like a cup of coffee or nice lunch. Sometimes, it’s something larger, like an extra hour or two off of work, or some special training, or whatever.
If I can do it, I do it. And if I can’t, I let them know why, at least why not right now. And then I try to find another time to deliver.
June 12th, 2008 at 9:13 pm
Hi Phil, thanks for stopping by and adding your thoughts. What you ask and then do is excellent, but it’s the underlying culture in your group that’s even more impressive.
If your people didn’t trust you, weren’t sure that the messenger was never shot and believe in your authenticity they wouldn’t tell you.
That simple…or not.