One of the most frequent questions that I have in my coaching calls with clients who own or manage a small business is “How do I get my staff motivated in this economy, and get them on board with customer service and retention?” I often hear that managers are doing more and working longer hours than they need to. They fear that if they don’t agree to stay longer or work harder that they will lose their jobs. They are worried that their clients may not be satisfied and go somewhere else. I remind them that whatever they give their attention, energy and focus to, is what they will attract more of in their business.

I also mention that “delegation”, which is getting work done through others, is one of the most under used business tools of managers and business owners. Of course you need to attract the right person for the job as it needs to be done well to get the results that you want. Create an intention that you will find the right person for the job, and the job will be well done and exceed your client’s expectations.

Even though it may be someone’s job in the office to do the task, if employees are motivated they will do a much better job than if they are not. You want employees to do the best job possible because they want to do it rather than because they have to do it, especially if they are taking on some extra work to finish a project or task for someone else in the company.

For instance, if you have an employee calling a customer and they believe that they “have to” make the call, the client may hear the resentment in their voice, or perhaps the call will be rushed. If there is more than one person in the company who does not have the motivation and desire to do the job well, this can cost you thousands and thousands of dollars in business and clients. To create dedication from your staff and have a higher client satisfaction in this economy I would encourage you to use these words or a variation of these words:

1.There is an opportunity here for you to.....
2.I’m asking you because I know that I can trust you with this project
3.I know that you are busy right now; I have a request for you....
4.I need your help with this....

When we come from the spirit of partnership and “asking” rather than “telling” we will have employees and colleagues more willing to help us out in our tasks and projects. When we have staff cooperation on a consistent basis and the requests are clear, accepted and understood, we will have our client satisfaction improve dramatically. Now that you are focusing on what you want in a clear and concise manner, you will have more of what you want in your business which starts with client satisfaction. And of course when your clients are happy, they will tell their friends and family about you and you will get more clients in return. It’s a win-win situation!

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