Delegate, Focus, and GROW Your Business

Happy Employees= Happy Clients. How it’s done. Virtually.

Smiley Refraction

I’m sure everyone reading this can relate to an experience of facing a grumbling clerk or attendant. You can be having a perfectly good day and have some dealings with a discontent employee and boom, your whole day is shot. If you aren’t careful it’s real easy to transfer the grumpiness to the next person you come in contact with. It can be a vicious circle.

As more and more employees become discouraged with their employment, customer service feels the effects.

What can be done to counter act the vicious circle? What can be done to ensure clients aren’t caught in the crossfire?

Many employers are becoming involved in building relationships with their employees. This fosters a sense of loyalty to the company because the employees now see the employer on a more personalized level vs. just seeing someone in a suit that makes the schedule and signs the paychecks.

Other companies are inviting the employees to take more initiative and rewarding their initiative. This approach fosters a sense of pride for the business which in turn transfers to a more pleasant experience for the client.

There are many ways to keep morale up within the ranks. Sometimes all it takes is a little bit of creativity and some fun to forge bonds that have an immensely positive effect on the whole team.

Happy Employees=Happy Clients.
It’s a no brainer.

As a virtual assistant, I don’t have the pleasure of dealing with clients face to face but that doesn’t mean we don’t communicate or interact. We just need to know how to communicate and interact without the luxury of body language, eye contact and sometimes even voice.

In fact, sometimes certain situations call for a little bit of extra thought when communicating virtually.

It is very easy for an unintended ‘tone’ to come across in an email, and telephone calls sometimes lose a little bit of the emotion because you don’t have the eye contact or body language that is so important with spoken words.

Not that grumpiness is a big problem. See, I am fortunate to work for a company with great team members, each with a shining personality and spot on project manager.

We frequently have fun contests that allow us to bring out our creativity even more than we do on an everyday basis.

Since all of us work from our homes, most of our internal conversations are done utilizing online chat and email; because of this we have mastered the art of non vocal communication.

Our enjoyable work environment and friendly relationships with each other sets the pattern for our customer service circle. No grumpies or grumbles here!

Our clients definitely notice the camaraderie amongst our team. One unit, working together with the same goal of tending to our clients needs.

And even though they can’t see us, they know we do it with a smile on our faces.

Want to see our smiling faces? Just recently, many of the staff created videos for our Spring Video Contest: ‘Why I am a Rockstar VA‘, check them out over on YouTube!

photo credit: Mattsip
Posted on April 15th, 2010 by Laura Dennis, Virtual Assistant

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