A Guest Blog Post from: Claremont
Management Group, Inc.
In our increasingly service-oriented economy, the quality
of the interaction of customers and clients with employees is critical. Many people have been treated rudely at the
service counter or by telephone and never returned to that business. Despite a
wide variety of customer service training programs, rude or careless employees
can still sabotage a business. So, focusing on happy employees may be an avenue
to having happy and repeat customers.
One of the highest profile businesses renowned for
treating its employees right is Southwest Airlines. The positive interaction
between happy employees and the airline’s passengers has helped Southwest
become the most successful airline of the last 20 years. It is the one airline
that seems to have avoided the crushing failures of the “legacy” airlines. The
starting point is Southwest’s focus on hiring the right employees. Southwest
screens for employees who get along with other employees and have a positive
attitude. Employees are trained in a team model. Then, the employees are
consistently encouraged to practice a passenger-centric approach. This is not a
mystery, but it takes commitment on the part of the company and its management
to foster this attitude that produces stunning actual results and loyal repeat
passengers.
David D. Schein, MBA, JD, Ph.D.
President & General Counsel
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