Success Rule #4 - FOCUS ON PEOPLE AND SERVICE

By Dan Daugherty

“Do what you do so well that they will want to see it again and bring their friends.” - Walt Disney

It is very difficult to make your customers happy if you don’t have happy employees. Derek Kalles of Kalles Properties says, “People are the key to successfully sustaining, growing and developing a company that will create a legacy for many years to come. We are a service-based business with the most important asset not existing on our balance sheet - rather, it is our people.”

Tony Hsieh, the CEO of Zappos, an online shoe company that was recently acquired by Amazon for approximately $850 million, says that one of the keys to Zappos’ success has been creating a culture and business that is “powered by service.” Tony says, “we believe that customer service shouldn’t be just a department, it should be the entire company.”

At Rent Marketer, one of our core values is “Be Committed to Go Beyond.” This mantra is for both team members working with customers, as well as team members working with each other. If we can’t WOW each other through service, how can we expect to WOW our customers?

Final thoughts:
Invest in people: happy employees = happy customers
Great customer service must come from all areas of the organization
Build a strong culture around service
Exceed customer and employee expectations