Frontline employees are your main comms channel
Many studies indicate that people working in retail as well
as in restaurants are the lowest paid employees. They also have the highest turnover
rate.
At the same time, they are crucial for the interaction and
the relationship with your customers. Customers highly appreciate it if these employees
know your name and your preferences. The better this relationship, the more
likely it is that customers will return, over and over again. It is also more
fun and rewarding for employees to work in an environment in which they are
valued themselves.
From a customer’s point of view, I have a relationship with
these employees rather than with the manager, the director or even the brand.
So, I think it is crucial to be aware of this important
position of frontline employees. Employers should carefully work on the
empowerment and the appreciation of these employees.
Are you valuing the capacity to build relationships with
your customers?
Enthusiasm drives Excellence!