The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention.
Boosting employee retention can require quite a few changes to company policies and hiring processes. Taking a proactive approach to improving employee retention will impact customer retention directly.
Evaluate current policies and create an actionable plan to work toward improved customer/employee retention. Below we’ll outline different tips and tactics that can be used to improve customer/employee retention simultaneously.
Perks vary by the company with some companies offering benefits like that of paternity leave. Work from home privileges might be a bit more common during this pandemic. Offering work from home opportunities is considered by many as the dream form of employment. Tracking employees around the world has become considerably easier with productivity/time tracking tools.
Free lunch might not seem like a big deal but it can help reduce the monthly costs of staff. Looking forward to a great meal provided by the company can also help boost employee morale. Keep in mind that not every dietary restriction can be met so make this clear. A person complaining that the food available doesn’t fall in line with their new ketogenic or paleo diet likely would complain in any scenario.
The workplace attire that is accepted is a small policy that helps create a relaxed environment. Even declaring that on a particular day of the week employees can dress casually will be well received.
Half-day Fridays are beginning to gain some traction in today’s professional world. 4-day work weeks have also gained a bit of popularity even though the employees have to work a few extra hours per day. The work-life balance of employees has to be important to an employer. Lack of this balance can lead to staff finding other opportunities that provide more balance.
Employee gyms do not have to be built by a specific business but covering gym fees can work wonders. Entering into some type of partnership with a gym nearby or within the same complex allows for convenient fitness options for employees.
CRM Policies Should be Outlined
CRM solutions can make the lives of staff far easier and can improve the average customer experience. The last thing a company wants is a client to feel less valued because the last conversation was not noted in the CRM. Explicit notes being left also allows for easy transfer of a client from one client’s manager to another.
Communication is key for many clients so having to rehash the same topics over and over can frankly annoy a client. Noting small things like that of names of children or birthdays can add that extra touch to help increase client retention. Staff will appreciate this as well as getting ready for a client is easier with a CRM. If a client is usually quite harsh this can be noted and the employee can prep themselves for a potentially tough client call/meeting.
Sending Birthday Cards and Gifts Does WORK!
Purchasing employees gift cards on their birthdays and during holidays can work wonders. Client gifts can go a long way and sending a personalized card to a client for a birthday or holiday shows that they are valued.
Common holiday gifts can include that of wine or even gift cards to eCommerce giants like Amazon. Make sure your gift card isn’t mistaken for junk mail. Window envelopes can make sure that these cards will not be thrown out as the person can see it was intended for them. Find these types of envelopes here to make sure your gesture is noticed.
Employee Appreciate/Client Entertainment Dinners
Sending the staff out to dinner or a happy hour that the company sponsors helps build rapport between staff. This allows employees to get to know each other better.
A monthly dinner for the top-performing staff or those that have just finished a long-term project should be rewarded. Staff can feel underappreciated without the recognition of their consistent hard work.
Client entertainment can be a blast for those responsible for wining and dining the clients. There are going to be those on the staff that are better than others at entertaining. This can also be a great way to reward staff by taking them on a client dinner to a nice restaurant in the area. Making it a priority to take major clients out regularly is important. The decision-maker could look forward to these dinners and the entertainment is what sets your company apart.
Take a look at your business practices and assess what can be changed in order to retain staff and clients as they are your company’s two largest assets.