I am in the plannng stages of a new business and I had a thought about staffing and payroll. What if everyone that worked there were all paid the same salary, including myself as the leader. The sum $20 per hour came to mind plus bonus. But, I mean everyone...receptionist, janitor, ect. The principle being, that if all people are created equal, then all jobs are created equally, too. You cannot run a business successfully by underpaying the people who are at the front lines. It doesn't matter how nice your lobby is if it smells like something died in it.
Corporate Leaders are like politicians, they are seldom close to the details and rarley see the front lines. I worked for a bank for 8 years, won 3 president's club trips and never met the president...once. Apparentley he does not attend his own trips or parties for that matter.
I bet most corp exec's don't know the first name of the person who runs their reception area. The first person people are going to meet. Their "director of first impressions". You never have to remind a self-employed employed person of the importance of a GREAT 1st Impression! When you are self employed you are often the front line, the back line and occassionally we get to grace the sidelines. When the s*@t hits the fan...there is no one to hide behind.
Not in Coporate America, the farther away from danger you are...the more you make. People know that if they have a problem with their new camera, and they politiely called the president of the company to set an appointment to discuss his products shortcomings and your value as a customer, you would shortly hear a dial tone.
I think it's interesting, that our own military recognizes that the people closest to the front lines should be paid more than the person 10 miles back and out of harms way. Makes sense to me! Next time you are going to spend thousands remodeling the lobby, stop and think.
1. Think of what you would pay to avoid an unpleasant exchange between your receptionist and your best client?
2. Think of what you would pay to not have the janitor quit on the day the toliets in the executive men's room overflow?
3. Then think how much your companies' reputation would benefit from a highly talented, customer service person, who is rediculusly over paid. And in case you didn't know...your receptionist talks to everyone, including your wife.
Remember the "word of mouth ad budget" is as cheap as marketing gets! More importantly, it's marketing that people believe.
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