• 5 Ways to Build, Strengthen and Retain Customer Relationships

    By Shawna Williams

     

    Is your organization hemorrhaging employees? OI Partners recent survey reported that 90% of companies are worried about losing key employees. In 2009, it was reported that employee turnover cost U.S. businesses an estimated $300 billion. This includes, but not limited to, the intangible costs associated with damaged customer relationships.

     

    What is the cost to your business when you lose a customer because your key sales person or key engineer walked out the door? I’ll go out on a ledge and propose that these two concepts go hand and hand.

     

    Happy Employees + Satisfied Customers = Profitability

     

    Here are five ways to build, strengthen and retain your customer relationships.

     

    1. Take Care of Your Employees and They Will Take Care of Your Customers. Treat your employees with respect and integrity. There are numerous ways to show your employees appreciation without raising their annual salary such as leadership coaching and development. If you can find a way to show your employees gratitude and respect, they will find a way to make your business successful.

     

    2. Embrace Social Media and Listen to Your Employees and Customers. Marketing is no longer a one-way street. Social media keeps relationships strong – it is a two way street. Use it to build your reputation and to listen to your employees and customers. When a problem erupts, you can nip it in the bud immediately.

     

    3. Build the Employee/Customer Network – It’s Your Sales Lifeline. Have acustomer retention conversation with your employees and customers and listen to what they need and/or want from your company and from you as a leader. Having open and honest conversations with your employees and customers will lead to loyalty and passionate people who believe in your products or services.

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  • 8 Mistakes Bad Leaders Make

    By Shawna Williams

    We talk so much about qualities of good leaders and how to identify potential leaders. We thought we’d share characteristics of a bad leader—things we often see when we begin a leadership executive coaching engagement.

    Following are eight mistakes bad leaders make. Bad leaders:  

    1. Do not behave with integrity. Mismanaging funds, resources or even employees for personal gain not only is illegal, but is a near guarantee that the leader will destroy his or her personal brand and organization. 

    2. Insulate themselves from customers. We often see leaders who don’t get involved in social media, conferences or events where they can connect directly with – and especially, listen to – their customers. They’re forfeiting opportunities to understand their targets. 

    3. Fail to listen to employees—and take action where action is needed. If employees are asking for more development or better resources to do their jobs, and leaders don’t act as much as they are able to, they risk watching their strongest employees walk out the door. 

    4. Fail to nurture employees and show them their worth. Bad leaders refuse to provide employees with better tools and resources as well as educational and learning opportunities. We also see them fail to make strong employees part of their succession plan or do not offer executive development programs or even outplacement programs. Leaders mistakenly don’t take care of their surviving employee population after a layoff. 

    5. Do not admit downfalls or blind spots. Bad leaders don’t seek feedback on their own performance—either from employees or customers—and are reluctant to admit mistakes and change. 

    6. Do not hold employees accountable. Leaders who do not push employees to get results are not doing anyone—or their organization—a favor. ...

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The vOIce

The vOIce is written by many of the managing partners of OI Partners. Topics include our ideas on how you or your organization can be effective in areas related to career development, executive development, workforce development, career transition and more.


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