Tom Feltenstein

I’m constantly amazed at what I’ve seen and heard over the years. Several years ago, I read a story about a woman who broke her thumb trying to bang a nail into the wall with her high heeled shoe. A hammer would seem the better choice in hindsight but it points out the fact that we often do what’s easiest instead of what’s best. Why is it that we waste our time looking for the quick fix or that elusive “something” to make our business better when the answer is right in front of our eyes? So many businesses search for the newest methods to find and keep customers without realizing that their best avenue is standing right in front of them – their employees.

Your employees, or internal customers, are an integral part of your business. I saw a sign one time in a restaurant that said “If mamma ain’t happy ain’t nobody happy” and I remember thinking to myself the same can be said for employees. If you want your external customers to have an exceptional experience, you have to meet the needs of your internal customers. Your employees have to be happy and satisfied with all aspects of their job otherwise you’ll experience high turnover and a potential loss of revenue as a result.

Don’t fall into the trap of taking the attitude that you are doing your employees a favor by giving them a paycheck. We as business owners and managers need employees just as much as they need us. When your internal customers don’t feel you appreciate them, they’re going to find an employer that does. Making an internal customer feel valued and a part of the company doesn’t have to cost money. One of the best ways I’ve found to show a new employee your appreciation is to stick a congratulatory note in with their first paycheck thanking them for all of their hard work. Recognizing the contribution of all your employees is a simple as saying thank you on a regular basis.