The way your employees feel is the way your customers feel.
These eleven words sum up the bottom line of a newly released book by author Sybil F. Stershic, Taking Care of the People Who Matter Most. A Guide to Employee-Customer Care.
Ms. Stershic, an internal marketing expert with over 30 years experience, provides a guide to impacting two critical relationships: the relationship between employees and customers and the relationship between employees.
How does she do it? She lays out a road map and provides a audits, actions plans and numerous examples of what other successful companies are doing. One that caught my attention is the Marriott Hospitality Gold Star Program described in the chapter, "Strengthening the Internal Service Culture." In it, guests are randomly selected and asked to identify the hotel associate they found most helpful. These associates, and the guests who recognized them, are both rewarded. But the program does not stop there. Rewarded staff are then asked to identify three associates from the "heart of the house" (i.e. those behind the scenes) who were most helpful to them and these associates are rewarded too. Super!
Wondering how your employees feel about your organization, department or team? Ask them. Probe with questions such as:
Why are you working here rather than another company?
What would cause you to end your employment here?
What drives you crazy about working here?
This book is a great resource for HR professionals, internal marketing managers, and supervisors who want to make a difference within their company, department or team. Regardless of your perspective or the state of your internal marketing efforts, you are sure to find a tool, tip, or golden nugget that can assist you in taking another step forward in your efforts.
This book is on tour and hitting the web. The tour started with Burns Blogs Attitude and made its way here. It will continue with a different stop around the web each day:
- On June 4th, Chris Bailey will be posting a review on his blog Bailey Work/Play: The Alchemy of Soulful Work
- On June 5th, Toby Bloomberg of the Diva Marketing blog will be posting an interview with Sybil.
- On June 6th, Becky Carroll, the blogger behind Customers Rock! will be posting a review and the results of an interview with Sybil.
- On June 9th, Paul Hebert will be posting a review on the blog Incentive Intelligence.
- On June 10, 2008, Phil Gerbyshak will be posting an interview on the blog Slacker Manager.
Check in with these hosts throughout the week. More information about this new book is available on the WME Books blog, the book page on the WME online store and at the Quality Service Marketing blog.