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Having employees who are passionate about making customers happy is the brass ring of business ownership. Employees just aren't nearly as motivated as you to build those relationships and they don't always have the skills to deal with each individual relationship. That's certainly not a sleight against employees. They are a valuable asset to your business. However, their level of involvement in the business is much less than yours. They may not necessarily see each customer as a lifelong profit-provider, but rather as just another task in a long task of things to do on their shift. This paper explains about how you can empower them to do a great job, even when you're not there.
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