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