Fast-food restaurant Taco Bell found that its stores with low turnover of employees (this happens to be a key indicator of employee satisfaction) received double the sales and 55% higher profits than stores with high turnover. Based on what you know about the Loyalty Profit Chain from yesterday’s blog, what do you think it did to increase profitability across stores?   That right.  It enhanced its internal service quality.  One of the ways in which they did this was to increase the amount of on the job decision-making that could be made by employees.

Now here’s the thing.  Start thinking of your employees as your customers.  What do you do when an external customer comes to you with a complaint?  You listen, take them seriously, and try to make changes so that they are completely satisfied.  This is a great way to start with your employees as well.  Most employees will tell you what they need to do a better job.  Listen to them, start thinking of them as your customers, and give them the tools they need to be more effective at their job.  It will pay off in many ways in the long run.