Your Employees Go First

Only if we can create value for our employees, we can delight our customers.

Everyone says, "customer first." But what happens when your team feels like an afterthought? You can’t build a loyal customer base if the people building your product or delivering your service feel unseen.

Value isn’t some abstract concept. It’s the direct result of your employees’ interactions. If you want them to delight customers, you must first delight them. A happy team delivers a better product, a smoother service. It’s that simple.

This isn’t just a soft idea. The numbers hit hard:

• Lost productivity from disengaged employees costs U.S. businesses over $300 billion annually. (Gallup, 2013). For an SME owner, that's wasted payroll, missed deadlines, and a team running on fumes.
• Companies with high employee satisfaction see their stock outperform the market. (National Bureau for Economic Research, 2014).
• Organizations with engaged employees achieve twice the annual net income of their disengaged peers. (Officevibe based on a study of 64 organizations).
• Gallup, 2011: Engaged teams outperform others by up to 202%.
• Monetate, (year not specified in source): 73% of consumers consider buying again after a superior customer experience.

How to put your employees first and delight your customers?

1. Listen to your employees. Trust between management and employees often sits at rock bottom. Leaders who listen build that trust. They inspire development and performance. You can't lead a team you don't hear.Read more.

2. Create mutual accountability. Make managers as accountable to their teams as teams are to them. True commitment flows both ways. It builds a relationship where everyone pulls for each other's wins.

3. Hire for attitude, not aptitude. The