All business owners know customers are the most important part of the business, as there would be no business without customers to purchase the goods or services offered by the business. That makes employees extremely important, as customers see them, and not just the owners, as the business.
Whatever the type of business, if employees chit-chat together instead of taking care of business and customers who are waiting patiently, there is an underlying problem. The quiet ones who never complain may seem like the good guys who will always be there, but there is a good chance the customers will never go back. All of us have probably been in those circumstances sometime in our life, so it is easy to understand how customers feel. It is amazing to see businesses spend so much money every year to get customers back, when they were there in the first place. All they needed to do was to give them good service and extend a little courtesy.
The owner’s attitude and work ethic sets the tone for the business, and it is important for a good work ethic to flow down to the employees. Business owners must make sure their true feelings and beliefs are seen by their employees and those around them. We don’t always see ourselves as others see us. We all make mistakes, so it is important to admit that and not pretend to be perfect and always right. It is true that to err is human; but when you find that the eraser wears out before the pencil, you’re overdoing it. Although you want to admit you make mistakes, it is important as a good leader to know what you are doing and be confident in your decision making.
If you are like most people, you probably enjoy certain parts of the day when you are at your best. When are yours? We hear more about people being morning persons or afternoon or evening persons. That relates to your high-energy times and your low-energy times. The high-energy time is the time of day you have the most energy and feel the most productive. Plan to work on your priority projects at peak times. For many business owners, that is early morning as they plan for the day for themselves and their employees. High-energy time is also a good time to work on a project that demands much attention or a project you dread and are not eager to work on, even though it needs your undivided attention. The low-energy time is the time of day you have the least energy, fade quickly, and feel least alert. Schedule your less demanding or less important tasks for low-energy periods. For some business owners, that is afternoon or night. If your high-energy time is afternoon or night and your low-energy time is early morning, it doesn’t mean you are wrong or lazy. You know your peak times and plan accordingly. One thing I have noticed is that peak times can change over the years. Some people become morning persons as they get older, while others become night persons. The importance of knowing that is you may need to change your schedule to be at your best.
Why is the above information important in giving good service to your customers? As business owners, we want to do everything possible to present a good image to our customers and also our employees. We must have knowledge and be confident in our decision making. Always look for ways to improve your business, keep customers, attract new customers, and give better service.
