Balancing Employee Care for Customer Success

Transformational leaders understand that employee experience is the blueprint for customer satisfaction.

Stephen Covey, an influential author and speaker on leadership and personal effectiveness, is renowned for his ability to distill complex principles into practical guidance. This quote reflects Covey's philosophy on the symbiotic relationship between employees and customers, pivotal during the late 20th and early 21st centuries when companies were shifting towards more employee-centric cultures. By preaching that employees should be treated as internal customers, Covey was challenging traditional management paradigms and advocating for a more empathetic and supportive work environment. This perspective was crystallized during a time when businesses were coming to realize that the treatment of employees directly impacted customer satisfaction and business success, making this quote particularly resonant with leaders seeking to foster more holistic, productivity-oriented, and enjoyable workplaces.

To put the truth of this quotation into action, start by creating an employee engagement program that prioritizes employee satisfaction just as you would customer satisfaction. For example, offer personalized recognition programs, where employees are acknowledged regularly for their hard work and contributions—similar to a loyalty rewards program for a customer. Introduce employee feedback mechanisms, akin to customer service surveys, allowing employees to voice concerns and input. Conduct regular check-ins that focus on career development, much like consulting a customer on their needs and wants. By treating employees with respect and attention to their professional growth, you create an environment of trust, leading to enhanced productivity and positive customer interactions.

Proverbs 27:17 makes the same point: "As iron sharpens iron, so one person sharpens another." This scripture emphasizes mutual support and growth, reflecting the importance of treating others well to create a thriving and cooperative community—paralleling the relationship between employee treatment and customer satisfaction.

To take appropriate next steps, consider initiating a dialogue with your team about how they feel their contributions are recognized and what might enhance their experience. Reflect on this: How can you incorporate feedback from your team to improve both their satisfaction and that of your customers? What specific practices can you implement to treat your employees in a way that ensures their growth and ultimately, your business’s success?

Please schedule a discovery call to discuss creating an employee engagement plan that ultimately serves them, your customers, and you.