Golden Rule for Business
By Linda Ruffenach
Executive Vice President Customer Care
“Treat your employees the way you want your customers to be treated.”
– Linda Ruffenach
If the customer experience is core to your brand and core to your strategy, then your employees are an essential part of that equation. I firmly believe in the golden rule, treat people the way you want to be treated. But I also believe when it comes to your customers you should treat your employees the way you want your customers to be treated.
The customer experience begins the moment you hire a new employee and welcome them into your organization. To keep it simple I have outlined what I believe are the essentials to introducing a new employee into your family.
- Treat them as one of your most important customers – As a manager or leader in your organization it is important to remember you have multiple customers to support including the members of your team. Internal customer care is as important as external customer care. One of my favorite Harvard Review articles (later turned into a book) by Clayton M. Christensen asks the question, “How Will You Measure Your Life?”. In his writings Christensen touches upon the fact that as leaders we have the ability to impact other’s lives beyond just the workplace by helping develop greater self-esteem, allowing others to feel they are learning and developing, that they have been recognized for achieving valuable things, and have played a significant role in the success of business.
“Don’t worry about the level of individual prominence you have achieved; worry about the individuals you have helped become better people.”
– Clayton M. Christensen
- Show them why they should believe – Educate and inform your new team members on your business. Show them how the company has gotten to where it is today. Share with them the core values and explain to them how and why the core values are important to you as a leader and to the business. Explicitly share with them how their role plays into the overall success of the company and demonstrate to them that you care about their success as much as you do your own.
- Provide and train them on the tools they need to be successful – Everyone needs different tools to do their job well. Take the time to insure the tools you are providing your employees work, are reliable and allow them to get the job done. Solicit feedback on a regular basis from your team members on the effectiveness of the tools.