What makes great customer service? According to expert, Scott Greenberg, employee engagement is one tool that makes for a great customer service experience. Greenberg is no stranger to the business game. With over 10 years experience as a franchisee of two different Edible Arrangement stores, he understands the steps that need to be taken to help your business thrive. Throughout his talks, Scott emphasizes that one of the keys to building and maintaining a successful business is a good relationship with your employees.
When running a business, you need to keep in mind that the employees work for the customer, not for you. Greenberg states you must serve your employees so that they can serve the customer. Scott often asks his employees what he can do to help them. He finds it more productive when employees don’t think of you as a boss, but as a resource. Don’t intimidate employees, instead help them and allow them to be grateful for you. If you build a trusting relationship with your employees, they will develop respect for you organically and will want to go above and beyond to help. Pushing the service up for your employees will cause them to push the service up for customers.
Scott believes in this business strategy so strongly that he has an entire keynote program dedicated to employee engagement. THE COACHING CURE™ is a program specifically designed by Scott to teach managers how to coach, retain, engage, and inspire employees to greatness. In this keynote, he emphasizes that the same leadership style cannot be used for every employee. As a leader, you must diagnose what each individual employee needs. Using the same leadership style for every employee is what Scott calls down-coaching, which will make things worse in the long run. There are two different aspects that Scott looks at when diagnosing employee issues. Is it their skill-set or their mindset that is challenging them? Once you figure that out, it will be easier for you, as a manager, to fix the issue.
When it comes to a great customer service experience, one may think that all of the focus must be on the customer. Scott helps to demonstrate that a variety of different things go into perfecting the customer service experience, and a major one that employers forget is employee happiness. If your employees are happy, your customers will be happy. Book Scott today to learn actionable tactics to create a stellar experience for your customers.