MAKE SURE YOUR TEAM IS CREATING CUSTOMER LOYALTY

By
Education & Training with Performance Development Strategies
https://activerain.com/droplet/5jqQ

 

You may believe that you have a powerful customer value proposition but if your team is not on board it will never be fulfilled. If they are not on board then, perhaps, you are not leading them. When I consult with business owners in Westchester County New York often I hear comments about getting the staff to do the right things. Sometimes an owner is willing to place all the blame on the staff being lazy, unmotivated, or the like. Fortunately, most will ask how they can improve their ability to get the team behind them.

You can change things by being laser focused on the goals and leading by example. Your laser focus empowers your employees who in turn create loyal customers by their actions.

Being Laser Focused - You may be the owner but that does not mean you are seen as the leader. As owner you can influence the process through which people recognize your leadership by creating an environment where people will join “the team” because they see the purpose of what they are supposed to do and understand the vision, the “big picture” as well as the values of the organization for which they work. Today’s fast-moving business environment demands that the effective leader be both, a well-organized administrator and highly adept in understanding people’s basic needs and behavior in the workplace. Be open with your communication. Share the vision and values but also share your goals. Also, share organizational results. A CEO that keeps results secret breeds distrust. The most successful businesses and business leaders conduct “open book” management. This is the way to gain trust and commitment.

Engaged Team Members and Employees - Since the business environment is always changing and evolving, the way we do business and communicate must also change with the environment. Some engagement drivers have also changed. Be aware. Many findings in older Gallop engagement surveys remain important while other points relating to economy and generations have begun to show up. For example, the desire of employees to have the opportunity to do what they do best is still important as is being recognized for a job well done.

There is much room for improvement. Results of a study by MSW Research and Dale Carnegie released in 2012 showed only 29% of employees are fully engaged while 26% are disengaged.   Bottom line-- In all of these surveys many employees listed their relationship with their immediate supervisor, belief in senior leadership, and pride in working for the company as very important. Business leaders must understand this. Why? Because disengaged employees do not contribute, and worse, they could alienate your customers.

Loyal customers are the key to success. Careless unengaged employees can ruin a business by driving away customers. An engaged staff create customer loyalty by wowing customers and exceeding customer expectations.

The right people need to be placed in the right positions. Jim Collins talks about this when he says, “Get the right people on the bus, the wrong people off the bus, and the right people in the right seats”. Then focus of the vision, the goals, train, develop, and engage.

 

Goal

Once again it comes back to this statement: Focused leaders engage employees who will create loyal customers and more business success. Make that a goal for your business.  For a similar post on our web site see EMPLOYEES ARE THE KEY TO CUSTOMER LOYALTY.

Are you ready to create an employee value proposition which will improve your customer value proposition?

Contact us to learn more

or call 914-953-445

 

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Re-Blogged 3 times:

Re-Blogged By Re-Blogged At
  1. Sally K. & David L. Hanson 05/19/2019 08:06 PM
  2. Barbara Todaro 05/20/2019 03:15 AM
  3. Ginger Harper 05/20/2019 07:35 AM
Topic:
Real Estate Best Practices
Location:
New York Westchester County
Groups:
Coaching and Mentoring
Tags:
customer loyalty
unique value proposition
employe value propostiion

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Rainmaker
1,516,253
Amanda S. Davidson
Amanda Davidson Real Estate Group Brokered By eXp Realty - Ashburn, VA
Alexandria Virginia Homes For Sale

Grant, so glad to see your post featured. If the top isn't walking the walk there's always going to be a problem. Leading by example paves the path for others to follow. 

May 20, 2019 05:52 AM #10
Rainmaker
735,440
Norma J. Elkins
Elite Realty Group - Morristown, TN
Realtor - Elkins Home Selling Team

Fantastic blog.  We are very selective about the agents that we allow to come in and work with us.  They have to be a "good fit."  We don't won't someone else's actions cause our name to be drug through the mud.  Thanks so much for sharing!

May 20, 2019 06:09 AM #11
Rainmaker
2,455,239
Brian England
Arizona Focus Realty - Gilbert, AZ
MBA, GRI, REALTOR® Real Estate in East Valley AZ

One of the reasons I try not to rely on a team, as I would not be confident about them delivering the same level of customer service that I want to deliver.

May 20, 2019 07:44 AM #12
Rainmaker
2,426,599
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

The core of it all summed up here. Now, to practice what is preached if you can

May 20, 2019 09:32 AM #13
Rainmaker
210,782
Renae Bolton
Marketing 4 Realtors - Garfield Heights, OH
I'm your Professional Real Estate Marketing VA!

It's so important that everyone on the team has the same mindset - to be on the same sheet of music. One person with a differing point of view or attitude can change the entire dynamics of the team.

May 20, 2019 10:25 AM #14
Rainmaker
3,247,802
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Grant - laser-focused is key and that focus must be on the right things.  Too many can become confused with mixed messages.  We can likely cite examples in our lives where the message from above has become "lost in translation".

May 20, 2019 11:36 AM #15
Rainmaker
3,076,215
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Happy Monday Grant,  Great blog and one that I would like to reblog sometime since so much to learn from it if it is okay with you.

 

May 20, 2019 11:42 AM #16
Rainmaker
2,736,642
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Everything starts out with good will and good intentions and then offshoots from that point forward. I don’t see that there’s anything that can really replace actually caring about the customer in some way.

May 20, 2019 12:04 PM #17
Rainmaker
2,736,642
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Let me just say Happy Monday to you also, Will! It’s nice to have that nice greeting just because! Will Hamm

May 20, 2019 12:06 PM #18
Ambassador
3,747,211
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Grant customer loyalty is not easy to get, but very easy to lose.

May 20, 2019 03:29 PM #19
Rainer
410,818
Rose Mary Justice
Synergy Realty Pros - Dandridge, TN
Synergy Realty Pros

Super great post.  I totally agree.   Customer service is what brings referrals so all should be on board or get off the bus.

May 20, 2019 06:00 PM #20
Rainmaker
1,852,151
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Amanda - leading by example is always first part of leadership.

Norma - and I am sure you want to make sure they have shared values.

Brian -  you would be surprised if you get the same people with your values.

Richie - yes, it is practicing what you preach.

Ranae - the point of view is ok as long as the values are the same.

Michael - yes, and mixed messages happens when you lose focus.

Will - I always appreciate you reblogging.

Laura - that is certainly true.  It is the mindset.

George - that is a very accurate statement.

Rose Mary - loyal customers are the one who refer.

May 20, 2019 08:43 PM #21
Rainmaker
966,835
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Great data Grant. It's always good to know where everyone is as they feel about a company, how they contribute, do they have value?  It's all relative in the end and shows up on company reports!

May 20, 2019 09:29 PM #22
Rainmaker
1,852,151
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Jan - this is quite true.  It is a matter of relativity.

May 21, 2019 06:50 AM #23
Rainmaker
487,973
Paula Hathaway, REALTOR, LBA
Douglas Elliman Real Estate - Southampton, NY
...The Most Informed Agent In The Hamptons!

Hi Grant: Great topic and a much unrecognized one I believe. I remember the good old days where if you had a buyer you had a customer for life and they would give your name out to almost everybody they knew to boot! Especially the teams, even thogh they were few and far between at the time...It was all word of mouth and I do think that we are quickly going to find ourselves back in that mode in the not too distant future! There are many unhappy people out there; most of them are unhappy by the way they have been treated by the uncaring agent who appears as an agent who is an expert but is the furthest from that when they meet up...Good team work will win out and because of the numbers (2-3 or 4) there is a better chance of winning over a skeptical client or customer. Even though I am an agent who works on their own, I can see the percieved value of a well trained team of polished agents!

May 22, 2019 09:22 AM #24
Rainmaker
1,852,151
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Paula - yes, I agree.  This happens in these cycles.  When the pendulum swings to far one way it it time to move back.  People rely too much on big box and Internet.  The Internet is good but much better with the right personal service.

May 23, 2019 06:10 AM #25
Ambassador
3,781,968
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Grant- another well written post!!! Paula Hathaway, REALTOR, LBA said it all...these days you cannot count on a customer coming back to you again and again. We have to make sure that we are giving them a reason to want to come back to us. 

May 25, 2019 12:13 PM #26
Rainmaker
1,852,151
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Kathy - absolutely yes to that.  The best way is make them raving fans.

May 31, 2019 06:26 PM #27
Rainmaker
4,026,783
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Grant, I don't have a team, but have to believe over the years I enjoy some very loyal clients.

Jun 07, 2019 02:19 PM #28
Rainmaker
1,852,151
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Joan - you are certainly doing the right things.

Jun 08, 2019 05:55 AM #29
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