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Clear cut, simple: Happy staff equals satisfied customers, better bottom line
March 2011
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Randy Daiter, Vice-President and General Manager,
O'Shanter Development Company Ltd.
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By Clare Tattersall
Great customer service is one of the keys to business success. While this is a long held belief in most, if not all, industries, many companies fall short in actually upholding it.
But why is this important function often ignored?
Quite simply, because upper management is focused primarily on productivity, efficiency, cost-cutting and time management, and is not in tune with, or neglects the needs of, its frontline workers, resulting in negative corporate attitudes. This is picked up by customers, which directly affects their satisfaction with a business’ service.
“Staff behaviour is a key component of a company’s image,” says Randy Daiter, Vice-President and General Manager, O’Shanter Development Company Ltd. “In property management, tenant satisfaction often hinges on positive employee attitudes.”
Daiter cites a recent apartment resident satisfaction study by J.D. Power and Associates to support his point that there is a correlation between happy staff and happy tenants. In 2010, the global marketing information firm found satisfied tenants are much more likely to renew their leases and refer new tenants to their buildings.
“This ultimately (results in better) bottom lines with fewer turnover-related expenses,” he says.
According to Daiter, the best way to foster employee satisfaction is to offer ample opportunities for growth, and provide recognition and appreciation of a job well done. He believes in this philosophy so much so that O’Shanter has developed new service standards with its staff. Part of this includes a comprehensive employee awards and recognition program.
“It’s amazing how companies can benefit from identifying what truly motivates staff,” he notes.
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