If you want to keep your customers happy you should by keeping your employees happy.
You are the startup founder and initially you may be in direct touch with your customers. However, once you start scaling up, your employees will take the charge. It will be their responsibility to market, find clients, connect with them, and retain them as well. This doesn’t just mean that you have hire the best but also that you should ensure that your employees thrive.
Overworked and stressed employees are usually not as productive as the employees who are happy with what they are doing. Also, stressed employees tend to care less (or not care at all) about customers. When a customer reaches such employees, the support they provide may only be average and superficial because they don’t want to help them or are not interested. As a result, customers are annoyed even if their problem is solved. The problem here is that customers want to know that you care about them and that their concerns are important to you. If your employee speaks in a manner that suggests otherwise, the customer will lose the connection with you. As a result you will lose that customer. Hence, we suggest that you concentrate on your employee happiness just as much as you do on your customer happiness.
Another point to note here is that unhappy employees quit for better jobs and if this keeps happening you will have to go through the tedious process of hiring new employees and acquainting them to your business module. New employees are generally tentative and take time to adjust. In this whole process you will waste a lot of time, money, and energy. Also, customers would not like connecting with new people all the time.
Keeping employees happy does not translate to paying them more or giving them loads of incentives. Employee happiness is simpler than this. Employees took up the job because they were okay with the pay. Therefore, you don’t have to worry about the payment factor as long as you are paying them well. You have to focus on the nuances such as appreciation. Employees want to be acknowledged for the hard work they put in. When they know you value their work, they will be happy. Another tip is to set up an office environment that is peaceful and fun. Employees should feel welcome and encouraged to work.
Since your employees will be in direct touch with your customers, you have to be very careful about employee happiness. Only when your employees are happy will they put in all their efforts to keep your customers happy.