On some level, almost every business is a people business. If you want to achieve success, you need to do a good job managing both sides of that equation: employees and customers. Nailing both is never easy — and things are only more complicated in 2020 as companies transition to remote work and in-person interactions become unfeasible. These human components have historically driven business; and they continue to affect the bottom line in current economic climate and will likely impact long-term revenue generation as well. As more companies are learning, you can’t just rest on your laurels. Now, like never before, people management is crucial, and you must be able to adapt to the times. Doing it right requires good strategies, top-tier communication, capable managers and proper processes. If you aren’t getting the best results possible, don’t panic. Just try following these three tips to manage employees and customer satisfaction.
It should go without saying that people are having a difficult time right now. For a company that needs results, this creates problems. You want to have compassion and treat every individual with the appropriate concern and flexibility. But if you bend on every rule, what happens to overall productivity? The key is to have smart managers who understand what areas are truly important and where compromises can be made. Whether it’s about employee schedule needs to avoid burnout or moving less-important projects to the back-burner, this era demands smart decision making. Make sure all your managers understand how to employ necessary discretion and set the right priorities.
On the individual level, client relations generally need to be about face-to-face communication and seeing eye to eye. Any good salesperson knows that there is little that can replace this factor when you’re looking to close a major deal. If that isn’t possible right now, there are still ways to ensure that the broad principles are being employed and that your top customers are kept happy. Because, more broadly, great customer service also requires scale. At the end of the day, keeping everyone content and coming back for more can only be done with the right systems. These days, that means data and technology that can maintain all the info you need about customers in one place. It’s not just about doing it well, you need to streamline things and make it fast, and this requires you to have the right tech in place.
In a modern business, many of these same concepts best practices apply to proper workforce management as well. Especially as you move above a small business office with just a few people, you need to have the right systems in place. Moreover, using the right tech to keep track of all your employees is only more important when things are remote. Find a reliable platform that will provide specific data to help managers easily focus on mobile workforce optimization. This way, not only will you be able to add new levels of efficiency to the process, but you will be much better equipped to maintain — and even improve — productivity even while employees work from home.
Given how suddenly and drastically everything changed for most companies in 2020, it’s understandable that many have been in survival mode. Now that the “new normal” is fully upon us — and perhaps here to stay when it comes to remote work — it’s time to formalize and improve these adjustments. Three of the biggest keys are using discretions smartly when necessary, streamlining customer service, and adding more data and sophistication to employee management through mobile workforce optimization. Even if you can add this all to the mix, you will probably still face some stumbling blocks in the year to come. That’s OK. Everyone is struggling right now. But with the right processes and mentality in place, it will be that much easier to recover from any setback and set yourself up for long-term success.