				Iseri Urology Business & pleasure New Elks Hospital Health Care Forum Patient Care Investments On Call Publisher's Notebook Contents Masthead [an error occurred while processing this directive]

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The key is employee satisfaction

The real secret to customer service is making the employee king.

believe the secret to successfully marketing any product or service is understanding what the customer really wants and then filling his need or desire. The secret to successfully managing people is to understand what they really want out of their careers and then give it to them. The common tendency in management is to concentrate on what the manager wants from his or her employees. What every manager should be doing is concentrating on what their employees want from the company.

Managing people to perform at a high level of quality and productivity isn't that complicated. The same emotions and feelings which drive people in their personal lives are also the motivating forces in their business lives. When employees get what they want from their careers, their morale goes up. When employee morale goes up, product quality and customer service goes up. When employee morale goes up, employee turnover goes down. All these factors help move profits up. There is a direct cause-and-effect relationship between employee morale and profits.

Thy Customer is King

One of the first things we learn in business is that the customer is king. But the rules change when you become a manager. For managers --- be they CEO of a large multi-specialty practice or a physician in a sole practice --- THE CUSTOMER IS NOT KING. If you want your people to deliver outstanding customer service, then you need to treat them as if they were as important as the customers.

Customers are critical to any business's success. But, if you're a manager, you must make the transition in your thinking which places your people's interest ahead of all others. Tell your employees that the customer is king, but show them that they're royalty as far as you're concerned.

Great managers understand that in order to improve customer service, they have to improve employee morale. That's the real secret to making the customer king.

Till next time,
Daniel R. Meyers