The people who yield the most influence over your customers and your business are your “front-line” team members.
They are the first and last point of contact your customers will have with your business. Therefore it is critical that they are aware of the importance of their role in helping you build a business that customers want to deal with.
Here are three tips for ensuring your “front-line” people present the right front for your business:
Smile. Service with a smile never goes out of fashion and the first and simplest performance measure to insist on.
Empowerment. Enable your people to help your customers and their solve problems.
Hire people who are eager to please. Insist on front line service having a positive, “can-do” and “will-do” attitude.