 Eye-to-Eye
at the ‘Staff Recognition Center’
The
Singapore National Eye Center has a unique approach
to building customer loyalty and boosting staff morale.
In the attractive main lobby, management posts customer
compliments in a prominent area called the ‘Staff
Recognition Center’.
Alongside each letter hangs a picture of the staff member
cited, and a certificate of appreciation signed by the
Managing Director.
Imagine how these staff feel when they come to work
each morning. Just walking through the lobby they know
they are appreciated – not only by their customers,
but also by their organization. Imagine how customers
feel when they come for their appointments.
They already anticipate receiving good service, and
are more likely to express their appreciation when they
get it. This is win–win–win at its best:
the customer wins, the staff wins, and the National
Eye Center wins.
Key Learning Point
You can do this,
too! When compliments arrive, be sure to share the news - not just in the staff cafeteria or the in-house newsletter.
Action Steps
Post testimonials
(tastefully) in a public place, on your website, or in
your regular mailings to customers. When complaints come
in, you can publicize these, too. Be sure to include a
response from the organization expressing appreciation
for your customer's feedback and stating clearly what's
been done to improve the situation.
Next Article in Customer Service Culture >>
It Pays to Help New Staff Start Right
First Article in Customer Service Education >>
Education is the Star at Starbucks
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