Employees as Customers: Loyalty, Trust, Empathy and Happiness


This is what I wrote today at office,

People might not see employees this way, but when an employee is considering changing jobs, it bears some similarities to a Sprint customer thinking of switching to AT&T or Verizon. Here are four places that show their similarities.

Number 1: accessibility. Because customer service cost money, some companies discourage customers to talk to the real person by making it difficult for customers to reach them. So, making customer service accessible is the first step to a good service. Similarly, a good employer will provide its employees with an avenue through which an employee can unreservedly share his work-related ideas and thoughts. I remember vividly when, back in 2013, my workplace hired an outside listening ear to hear what people had in mind. During the meeting with these outsiders without the presence of our manager, people were like horses being unbridled, vying with one another to have their voices heard. Because they don’t have such an opportunity as often as they wish. Such listening ears should be always available.

Number 2: same expectation. When customers called customer service, they expect customer service agents to treat them with due respect and make them happy and satisfied. When people go to work, they have the same expectation of their employer as the customers.

Number 3, same win-win situation. That is, if the company respects and treats customers decently, making efforts to make them happy and meet their need, customers will more likely to remain loyal to the company and to stick at it for as long as they can. This benefit both the company and the customers. It’s the same win-win situation between an employer and his employees.

Number 4, same empathy. That is, we listen to both employees and customers with the same empathy and same eagerness to help them out. Because we are dealing with human beings, be they customers or employers, we need the same kindness, sincerity and the capacity to understand and meet their need.

The thought for the leaders: if you think customer service is all about making customers happy, we can say the same thing about managing people.

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