How to keep employees, customers

PBN Staff

01/24/2009

When economic conditions are challenging, it’s more important than ever to be vigilant in two key areas:
1) Keeping the customers or clients that you already have; and
2) Keeping employees loyal and motivated even if raises, bonuses and benefits are a thing of the past.
Here are ways to keep customers and five ways to gain employee loyalty under trying conditions:
Keeping Customers
• Provide more frequent progress reports: Show your customer or client the work you’ve been doing and the results you’ve achieved. This will help answer unasked questions and allay latent fears.
• Get some face time: If you deal mostly by e-mail, Web connection or phone, make an effort to meet in person. “Meeting in person says you are interested and gives you an opportunity to literally see things that you can help address,” says King.
• Ask for feedback: Never assume a customer is completely satisfied. Throughout the work process, ask how your customer feels about what you’re doing. Then take action on any suggestions. Think of yourself as a waiter who checks back periodically throughout the meal to see if everything is okay.
• Tune your offering: As proud as you may be about your product or service, remember it’s being made or done for the customer. Make certain you know what they want, and when they want it.
Gaining worker loyalty
• Say thank you: It seems so simple, but just telling your employees “thank you” when they’ve done a great job will go a long way. Verbal recognition boosts morale and builds mutual respect. “As a result, employees will not only work hard for you, but they’ll stick with you through thick and thin,” says Hess.
• Give low-cost bonuses and perks: If you can’t give significant raises or bonuses, show appreciation with less pricey rewards. Options include gift certificates to local restaurants, movie tickets or maybe a paid Friday afternoon off. Also, providing a catered lunch once a month or doughnuts in the morning is a good way to boost loyalty.
• Help them improve themselves: Your employees will appreciate your willingness to help them invest in their futures. Consider paying for them to attend a class at a local community college or a seminar that interests them (and could help your business, too).
• Help them get healthy: Providing employees with a gym membership is a great way to say “thank you” and can have multiple benefits. Find out if a local gym will offer a group deal.

Daniel Kehrer can be reached at
editor@business.com.

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