You hire great people to take care of your customers. Chances are you spent a ton of time making sure your staff have the right mix of skills and talents, and are a fit for your culture. But after they are hired, how do you know what they think about their job and your company? How do they connect with you as the boss or owner?
Most gym owners would agree that a key to their company’s success is an ongoing stream of happy members who are willing to pay for their membership and services. And, who are willing to come back again and again.
However, the key to achieving customer satisfaction and a top-notch member experience is to focus on employee satisfaction first. Your employees are the ones who create your brand, execute your strategy and build your business. Your company depends on the communication you have with your employees. It’s simple — happier employees make happier customers.
Show your employees that they are supported. Feedback and praise are critical to employees feeling they are making a difference. Good managers who create a healthy, caring and supportive work environment will help cultivate the business’ future leaders who, in turn, will manage the overall customer experience.
Focus on making employees happy, and in turn, they will make your customers happy. What’s happening on the inside of the organization is felt on the outside by the customers.
Blair McHaney is the president and CEO of MXM, Medallia’s partner to the health, fitness and wellness industry. For more information, visit mxmetrics.com or email info@mxmetrics.com.
