1. Build a Great Organization and the Customers Will Come
It’s a simple formula that successful companies take to heart:
happy employees = happy customers. (I also call it the “DUH
principle”. As in, “DUH”!!) Studies undertaken by Sears, Roebuck
and Co. found that if employees’ attitudes improved by 5%
(measured on 10 factors, including treatment by bosses), then
customer satisfaction rose by 1.3%, and revenues increased by 0.5%.
Their research also found that stores with the highest employee
turnover rates had the lowest customer satisfaction; and vice
versa. Likewise, home improvement retailer B & Q found that
improving employee engagement increased their overall customer
satisfaction ratings from 65% to 80%.
And considering that a survey of 500,000 workers by Gallop found
that only 30% of employees were actively engaged in their jobs,
it’s small wonder that so many people complain about the state of
customer service these days.
Build a fun, inspiring, values-based organization and, yes, as
Kevin Costner predicted in “Field of Dreams,” they will come!
2. Mike’s Fun at Work Tip
Create customized playing cards as gifts for employees and clients.
Just Google “customized playing cards” and you’ll find plenty of
low-cost options. You can feature company messages, fun facts,
company trivia, or an advertising message one each card. Or use them
as a creative way to distribute key messages. Safety speaker Martin
Lesperance, for example, sells decks of cards with safety messages
on them (www.thinkandbesafe.com).
Or make them just plain fun. I’m flipping through a deck of Startel
Corporation playing cards right now. Each card features a funny
cartoon using company employees’ names and insider humor (which
means most of it is lost on me, but I’m sure if you’re an employee
of Startel you’d find these hilarious).
3. Quote of the Week
“The ultimate test of whether you posses a sense of humour is
your reaction when someone tells you don’t.” Frank Tyger.
4. It’s a Wacky, Wacky, World
An investigation in New Zealand found that at least one in 10
seeing-eye dogs had such poor vision that if they were humans
they’d need to wear glasses! (Or, I guess, have a seeing-eye
human companion to lead them around?)
“Just wanted to say “WOW!” Our group has had many speakers over the years, but none the likes of Mike Kerr.”
Richard Dansereau, President, NAPA Autopro BDG
“Michael Kerr is one of the best speakers I have seen. I highly recommend him!”
Veronica D. Bouvier, Executive Vice President and Chief Financial Officer, Aspen Properties Ltd.
“Mike held the full attention of our senior management team for a full FOUR hour
presentation – no small accomplishment!”
Martine Rothblatt, CEO, United Therapeutics