A blog about reputation, marketing and employee morale.

Your reputation depends on “little scraps”

Posted by Drew Schiller on April 4, 2008

Seth Godin has a great post today about how we make decisions (sometimes big decisions!) every day based on “little scraps” of ancillary information. This is something that managers (should) think about all the time in relation to their customers. But as the head of an organization, it is critical that your employees also understand this. Each interaction an employee has with one of your customers is either an opportunity gained, or an opportunity lost. The fact of the matter is, unless your employees understand how important their role is in your organization’s reputation, your customers may feel discarded and go somewhere else.

This is why we keep saying that your customer is not number one. Because if you don’t treat your employees like they’re number one…your employees won’t make your customers feel like they’re number one.

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