Most of us would agree that delivering exceptional customer service is essential for any kind of long-term success or growth. But what many overlook is the direct link between how employees are treated and how they, in turn, treat their customers. If a company expects its employees to be friendly, patient, and accommodating, then management must extend those same courtesies to their team. Employees who feel valued, respected, and supported are far more likely to go the extra mile for customers, while those who feel neglected or underappreciated may reflect that dissatisfaction in their interactions. This trickle-down effect makes it crucial for businesses to embrace what Shep Hyken calls “Employee Golden Rule”: “do unto your employees as you want done unto the customer.” Going a step further, we might say, treat your employees even better than your customers.
By prioritizing employee well-being and creating a positive work environment, your business can ensure that great customer service happens naturally. Here’s how you can put this philosophy into action:
Lead by Example and Foster Open Communication
The way employees are treated by management directly affects how they treat customers, making it crucial for business owners to lead by example. Employees will inevitably model their behavior after what they see from leadership, so if a workplace culture prioritizes respect, patience, and support, employees will naturally extend those same values to customers. To do this, managers must create a culture of open communication—regular check-ins, anonymous surveys, and an open-door policy can help employees feel heard and valued. When leadership actively listens to employee concerns and ideas, it fosters a workplace where employees feel respected, engaged, and empowered to do their best work.
Show Employees They Are Valued
Beyond communication, businesses must show employees they are truly valued through recognition and opportunities for growth. Meaningful rewards, whether in the form of verbal praise, bonuses, or career advancement, can reinforce positive behavior and inspire employees to go above and beyond. Investing in leadership training, skill development, and mentorship programs also shows employees they have a future with the company, increasing engagement and reducing turnover. Additionally, ensuring reasonable workloads and work-life balance—through flexible scheduling and sufficient time off—prevents burnout and keeps employees motivated to deliver great customer service.
Empower Employees and Promote Teamwork
Finally, businesses that empower employees to solve problems and make decisions create a stronger customer experience. When employees have the autonomy to resolve customer concerns without excessive hoop jumping, they feel trusted and capable, leading to quicker and more effective service. A collaborative work environment also plays a crucial role in employee satisfaction. So, encourage teamwork, celebrate collective success, and foster a sense of camaraderie to ensure that employees feel like valued members of the company, which will naturally translate into better interactions with customers. In the end, businesses that prioritize employee well-being will see a ripple effect—happier employees lead to happier customers, stronger loyalty, and long-term success.
Create a Workplace That Benefits Employees and Customers Alike
When businesses invest in their employees, they’re also investing in their customers. A positive, supportive work environment leads to engaged employees who deliver exceptional service, creating a cycle of satisfaction and loyalty that benefits everyone. By implementing this Employee Golden Rule—by treating employees even better than customers—businesses can build a culture of trust, respect, and empowerment that drives long-term success.
At The Brandt Group, we have specialized in helping businesses like yours for over 30 years. With our world-class services like mystery shopping, employee and customer feedback surveys, and leadership development courses, our tailored approach will ensure that businesses not only meet but exceed your expectations at every level.
Are you ready to strengthen your team, boost customer satisfaction, and improve overall performance? Then contact us at The Brandt Group today. Let’s work together to create a thriving workplace where employees feel valued—and where great customer service happens naturally.
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