employees are the make or break element of your business. Simply put, an employee can be the reason your customers come back, or stay away. Yet do your employees understand that basic concept? Have you made it clear to each employee that your business is their business?

    Do you, or they, understand that marketing your business is also a part of their job?

    Marketing means bring the customer in, bring the customer back. No one is more on the front-lines of this basic marketing concept than the employee. Not even the marketing department that creates and executes your marketing plan.

    Never should your answer be, "that's your problem, not ours"

    When you own a business, the people who represent that business are the people your customers are going to interact with, and respond to.

    In one quick motion, this bookstore lost our business because of one bad employee.

    Had that customer service representative said, "we are sorry that you've had a bad experience, I will let my supervisors know, and we'll get this fixed, please continue to trust us," we might have continued to use them.

    Yes, due to the situation, we continue to use their wi-fi service, but we now bring our own food and drinks, and all future books will be bought online.

    So, whose problem was it?

    Be the customer's answer

    Each and every member of your staff needs to understand that how they interact with the customer is the differnce between that customer coming back or not - and their having a job in the future or not.

    Whether or not we're in a bad economy, people have a choice, and while you may have more customers coming in, why give up the ones you've already earned?

    Your employees, be they housekeeping or front desk, bartender, mail room or custodian, all play a vital role in the health of the business. Each and everyone must understand and be held accountable for their role in marketing.

    Marketing is the message of "we're glad you are here. Please come again." And, mean it.

    Get the job done and get return business

    It's that simple. When a guest asks for something, and no matter why they ask gets the problem solved and job done, you earn the guests' respect and gratitude, and return business.

    Each and every employee must take ownership in the guests you have, and bringing them back.

    The best way to do that is to give the customer what they want. Be the answer. Never turn away a request. Even if it's not something your business can do, there has to be an answer given.

    And, never should the answer to a customer be, "that's your problem."


    雇員是生意場(chǎng)上舉足輕重的關(guān)鍵因素，淺顯地說(shuō)，雇員可以導(dǎo)致客戶的回歸或者流失。但你的雇員是否知道這個(gè)簡(jiǎn)單的道理呢？你有沒(méi)有清楚明了地告訴雇員公司的業(yè)務(wù)就是他們分內(nèi)的職責(zé)？ 你或你的雇員是否明白營(yíng)銷(xiāo)你的公司同樣是工作的一部分呢？所謂營(yíng)銷(xiāo)，就是要引進(jìn)新客戶，尋回老客戶。沒(méi)有人比雇員們更靠近基本營(yíng)銷(xiāo)理念的最前線了，甚至創(chuàng)造和執(zhí)行營(yíng)銷(xiāo)方案的市場(chǎng)營(yíng)銷(xiāo)部門(mén)都要甘拜下風(fēng)。 

    不管別人問(wèn)什么，你絕不能回答說(shuō)："這是你們的問(wèn)題，不關(guān)我們的事。" 當(dāng)你擁有一家公司，那些真正代表公司的則是與客戶聯(lián)系溝通的雇員。轉(zhuǎn)眼之間，一個(gè)書(shū)店就因?yàn)橐粋�(gè)差勁的雇員，放棄了和你公司的合作。此時(shí)客服代表會(huì)挺身而出說(shuō)，"我們很抱歉讓您有這樣不愉快的經(jīng)歷，我會(huì)通知我的上級(jí)主管并且解決問(wèn)題，請(qǐng)繼續(xù)相信我們。" 好吧，或許我們能夠繼續(xù)使用這個(gè)書(shū)店，但在這種情況下，即便我們可以使用wi-fi無(wú)線上網(wǎng)，卻得自帶食物飲料，而所有到書(shū)只能在網(wǎng)上訂購(gòu)。 

    此時(shí)，這一切又成了誰(shuí)到問(wèn)題？ 回答客戶們的問(wèn)題。 你的每一個(gè)雇員都必須明白，他們與客戶如何互動(dòng)是客戶是否回頭的決定因素，也是他們會(huì)不會(huì)丟掉工作的指示燈。 

    不管經(jīng)濟(jì)是不是萎靡不振，人人都有選擇各種服務(wù)余地，而當(dāng)你有新客戶加入時(shí)，為什么要放棄那些你已經(jīng)贏得的客戶呢？ 你的雇員們，不管是清潔員、前臺(tái)客服、酒保、收發(fā)員還是守衛(wèi)，都在公司的健康運(yùn)作中扮演重要的角色。每一個(gè)人都需要理解這一點(diǎn)，并且在營(yíng)銷(xiāo)中成為一個(gè)可靠的角色。 向顧客傳播這樣的信息："我們很高興您的光臨，歡迎您再次光臨。" 并且真心實(shí)意。 

    扎實(shí)完成工作，并且贏得回頭客。這很簡(jiǎn)單。當(dāng)客人詢問(wèn)某事，不管他們發(fā)問(wèn)到原因何在，解決問(wèn)題完成分內(nèi)到工作，你就贏得到顧客的尊敬和感激，他們必然會(huì)再次合作。 每一個(gè)雇員都應(yīng)當(dāng)擁有特定的客戶群，并且負(fù)責(zé)把他們變成回頭客。其最好的方法就是提供客戶所需，解答疑問(wèn)，從不避開(kāi)顧客的請(qǐng)求。即使并不是你力所能及，也要給顧客一個(gè)合理的解答。

    而且，永遠(yuǎn)不要和客戶說(shuō)："這是你的問(wèn)題。"