Sharing Customer Comments

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Industries and companies have external customers that are the driving force in the business.

 Typically, these customers are heard from, sometimes complaining about slow shipping, poor customer service, high prices, and other things.

Other times, an external customer may send in suggestions on how things can be improved upon. 

Finally, customers send in thank you notes and letters, acknowledging positive aspects of the business and/or employees.

When feedback comes in from an external customer, it's very helpful to keep employees in the loop so they know the areas where they can improve and can directly see what's on customers' minds and how they are reacting. 

A powerful motivator, and a good booster of employee morale, is to let employees know how the work they perform directly impacts the customer and the business.

Anytime a note or letter of gratitude is received from an external customer specific to a group of employees or an individual employee, it's valuable to express your organization's gratitude to the employee both one-on-one and in a public forum. 

It's also important to let other employees within the company hear the compliments received based on the efforts of another employee. 

When negative comments arrive (and they will, no matter how good a job your organization and staff is doing), they can be used to educate and guide the employees into towards doing a better job, which helps to build confidence.

 And, hearing those positive comments will not only help to sustain the positive performance that generated them in the first place, it will also help to increase employee morale within your organization.

Copyright © 2005 by Bill Roche.  All rights reserved.  All material on this site (www.TopResults.com) is protected by U.S. Federal Copyright law. It may not be reprinted in any form, or hosted on any Web site, without explicit permission.

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