Every day, I encounter someone who has experienced mediocre or disastrous customer service, or are unhappy with their employer. Complaints ranging from inadequate staffing and misleading policies to rude associate behavior pervade sales organizations of every magnitude in every industry. Customers are preparing to revolt and sales will plummet if something isn’t done and soon. But all is not lost. While some organizations require a complete customer service make-over, others can implement immediate techniques that will result in noticeable results, improving customer satisfaction and building employees’ commitment. See how many of these elements have been addressed by your organization. Affix this list to the employee cafeteria refrigerator. Someone’s bound to get the message.”

Give a state-of-the-company address. Be candid and do not sugar-coat any issue. With a straight-from-the-shoulder approach, employees are less likely to disseminate erroneous information over the social grapevine and will be less anxious. Take the mystery out of working for the organization.

Get your hands dirty, Executives! It’s time to assume a realistic relationship with employees and the best way to do that is to pitch in. Leave the ivory tower and generate good will by working side by side with the staff And smile while you’re pitching in!

Ask customers what they want. Round-table ‘em. Send out an all- points-bulletin invitation to critical accounts. Select an awesome venue that will get their attention. Take the good news with the bad, and implement immediate changes that reflect this information. Make it worth their time to attend.

Focus on the employees’ well-being. The vast majority of employees seek greater appreciation for their contributions from executives. Wise executives see the value in recognizing the employees’ contributions on a regular basis. Employees also want to know that the company cares about their personal agenda and family aspirations. Spend time getting to know your employees and what motivates them!

Avide professional development training, customer service training, and any other type of training program that is required to maintain cutting edge performance and a competitive advantage. Invest in your most important asset.

Require on-time performance and delivery for customers, without excuses. No exceptions. Don’t tell your customers what you can’t do. Instead, tell them what you can do, and watch your sales and morale improve dramatically. Customers don’t like surprises.

Reward outstanding performance, from individuals and the entire organization. People want to be appreciated. Select a cost- effective yet sincere method for recognizing your hard-working employees and publicly congratulate them.