Everyone says that your best salespeople are your employees. But who really believes it? Isn't it ironic that employees most in contact with customers are often the least paid -- tellers in banks, sales clerks in retail stores, and receptionists in offices.
If someone answers your business telephone number, here is a little test for you. Call in and disguise your voice. Holding a cloth over the mouthpiece might do the trick. When your employee answers, does she or he sound glad you called or are you just another interruption that must be dealt with? The tone of one's voice is an amazing non-verbal communicator.
It is no joke that many sales clerks in retail stores drive customers away, often through pure inattention. Do you know how your sales clerks act toward customers?
I had an air charter company. My pilots were in contact with my customers much longer than I. We prospered, and it was largely because my pilots knew that passengers were paying their salaries.
It is not only customer contact employees that sell your company. Every employee has family, friends, and associates. Do your non-customer contact employees speak positively about your company?
Your employees will make you or break you.
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