Leadership Blog

Mar 21, 2022

Your Leadership Link by Cullen S. Gibson


Your Most Important Customers – Your Employees 

When I began my career in the long-term health care industry, the term “customer service” was non-existent.  In fact, thirty-five years ago, a customer was treated with respect and made to feel important as if it were the natural thing to do. I do believe that excellent customer service begins long before a customer is actually assigned a job to do. 

I say all of this to make the following suggestions on “pre-empting” your employees as customers:

1. CONSCIENTIOUSNESS: Customers should experience hiring leaders that have an outgoing and friendly personality. Leaders should be thoughtful and caring on the phone and in person as they greet the new customer.

2. CLEANLINESS: Customers should experience positive first impressions as they enter a building. Name tags being worn and a clean, presentable building are important.

3. COURTEOUSNESS: Customers are not familiar with your building upon first arrival. Offer up a tour and meet and greet other customers. Give them a copy of the building layout noting where bathrooms and break rooms are located.

4. ARTICULATENESS: All social media platforms, radio and print advertising should be maintained, updated, and enhanced with the utmost professionalism. Potential customers are watching and reading.

5. THANKFULNESS: Always express thanks, give thanks, and write down a thank you. Tell the customer thank you for choosing your facility. 

Have a great week!