In order to develop the return customer base you deserve, you’ll need to be constantly improving your service and products. Who knows your company and its good and bad side better than your employees? They are on the front lines with customers everyday. Your employees may also be frustrated or feel inhibited by the current modus operandi.
On a recent trip to Office Depot to resolve my filing cabinet issue, I talked with some employees who openly expressed their frustration with my situation. One clerk had actually dealt with the same call center shenanigans that I had experienced.
Your employees have a long list of problems they see with your company. Have you asked them what they think of your business? Employees will often openly complain with their fellow coworkers but be silent around management. Offer your employees an anonymous way to give you feedback.
Encourage employee feedback and ask for it often. Some of the roadblocks keeping your business from more success have already been discovered. Your employees know them. Do you?