You and each of your employees have "internal customers." As a team of employers, supervisors and co-workers, other employees are constantly needing your help and support to do their jobs. This makes them, in effect, your customers.
"You have customers, whether you're out in the front office or not," said John Tschohl, president of Service Quality Institute, and author of "Achieving Excellence Through Customer Service."
If other employees and associates are your customers, it makes good business sense to do everything possible to treat them as you would treat your organization's external customers -- and apply the "service with a smile" principle to your employees and associates.
Everyone Has Customers
So how do your employees know who their internal customers are? "Just look at the people they're serving," said Tschohl.
The office assistant serves "the boss," who is her customer. The purchasing agent may serve the production foreman or the engineers, who are her customers. The air traffic controller serves the pilot, who is his customer. The cook serves the waiter, who is his customer. You get the idea.
Treat your internal customers as special people. Tschohl noted that they are likely to respond by treating you the same way, enhancing the workplace experience for everyone.
Special treatment includes, but goes beyond, basic rules of courtesy. Tschohl suggested: "Make the effort to do more than the minimum for those you serve. Be courteous, helpful, considerate, respectful and supportive, and remember that positive communication is just as important with fellow employees as it is with external customers."
What if You are the Boss?
Are you your employees' customer or are they yours? Both. Tschohl pointed out that every contact we make with another person has the same elements of give and take as when we walk into a store as a customer.
You serve your employees by directing them, motivating them, encouraging their involvement and giving them positive recognition.
"Catch your employees doing something right," said Tschohl. "Don't just take it for granted that's what they're supposed to be doing -- praise them." Tschohl added: "Money doesn't motivate like recognition does. Employees thrive on recognition, but most rarely get it. Let your employees know they are wanted, needed and appreciated."
