Why Hiring Managers Should Care about the Candidate Experience

“Candidate experience” is a simple concept that’s critical to the hiring process. It’s the idea that from the first-time candidates make contact with your company until they’re either hired, or you decide to go your separate ways, your behavior toward them demonstrates the type of employer you’d be. 

1. A place people want to work.
Such impressions matter. At a time when companies are competing fiercely to hire the best professionals, making candidates feel as if your organization is a place they want to work can be almost as important as the compensation package you offer. 

2. Candidates have options.
In today’s candidate-driven job market job seekers have a number of options to pursue, and they know it. How your company treats candidates tells them a lot about the kind of organization they’d be joining or avoiding.

3. Every interaction matters.
It doesn’t matter if it’s the first time they look at your career website or the third time they visit your office for an interview, you send a message every time you and the candidate interact. Did you acknowledge receipt of their resume? This makes an impression, and so does whether your hiring managers are prepared for interviews or if someone offers visitors coffee while they’re waiting. Even how you deliver bad news to an unsuccessful candidate is important to positioning yourself as an employer of choice. 

4. Stellar communication is essential.
Ask yourself this: What are you saying when a candidate telephones to follow up on an interview, but never has their message returned? What are you saying when you put a candidate through three rounds of interviews, then don’t acknowledge the email they send to check on the status of their application? The obvious message is that you don’t have much interest in them as a prospective employee. But, the greater feeling is your company doesn’t care very much about people.

5. Word travels.
That’s a dangerous message to send. Remember today’s candidates are connected. They share their experiences with their networks not only in one-on-one conversations but through their posts on sites like Facebook, Twitter and Glassdoor. Buzz about a cavalier attitude spreads quickly and far. The impression you give to one candidate has the potential to reach hundreds – or even thousands – more.
When candidates have a good experience, even those you decline can become your fans. Not everybody is a good fit for every role, and job seekers recognize that. Treat them professionally from the start, and they’ll form a strong impression about your company they’ll share with others, not to mention an open mind should you approach them about an opportunity in the future.

6. Did we mention communication?
The key to all this is communication. Keep candidates informed about the progress of their application and be prompt in returning their emails and phone calls. Be transparent about your process; let them know when you’re interviewing others, make sure they’re aware of next steps and take the time to inform them if you decide to proceed with someone else. Yes, effective communications take a little time, but if you’ve invested that time it will set you far apart from other companies competing for these same people.

7. Candidate experience is everyone’s job.
Although your recruiting firm can help, no one can deliver your company’s message like the people who work there. From HR practitioners to hiring managers, from the receptionist to the team members a candidate might work with, everyone at the company should be aware how they greet job seekers, chat with them between interviews or show them around the office all contribute to making the candidate experience a positive one.
When you engage with candidates in a positive way, you give your company a competitive advantage. Candidates see your team as a group they want to join, your mission as something they want to be a part of and your office as a place they want to be. It’s simple stuff. Keep the candidate uppermost in your mind throughout the process, and you’ll stand out from the many employers who neglect them.

Leadership Traits

Most Managers are promoted to a supervisory role after excelling in their prior role. For example, an outstanding hair stylist may receive a promotion to be a Store Manager. While they may be good at cutting hair and possess the ability to work well with others on a day-to-day basis, this doesn’t mean they can lead their Team to a higher level. In order to move the team from ordinary to extraordinary, the effective Manager needs to possess and master two types of skills: Management Skills and Leadership Skills. While both are valuable and necessary, the Leader possesses certain skills that a Manager may struggle with. 

While there are many different types of leadership styles, experts agree that certain traits are found in effective leaders regardless of their style. Here is a list of some of the most common traits among successful leaders.

• Honesty & Integrity – This is the foundation of leadership. Good leaders never compromise their honesty & integrity by lying and cheating to get ahead. If your team does not trust you, they will not support your vision and the foundation will crumble.
• Emotional Intelligence – This is the capability to recognize your own emotions and those of others, discern between different feelings and use this information to guide thinking and behavior to adapt to situations.
• Maturity – To be a good leader, your personal authority must be secondary to the development of your Team. In simple terms, a mature person empowers others instead of ruling over them.
• Team Orientation – A good leader will practice humility and allow others to bring forth their best ideas without demanding the group accept theirs. Teams consist of equal adult relationships where everyone feels comfortable contributing to the relationship, which fosters team cohesiveness.
• Active Listening – Active listeners create an environment in which the Team Members feel comfortable discussing their concerns. Active listeners use their ears and mouth proportionately.
• Communication – A leader must possess the skills to communicate goals clearly, and in a manner which leads to buy-in from the Team.
• Inspiration – This is the ability to inspire Team Members to reach great heights of performance. The leader has a passion and excitement for striving towards the goals.
• Vision – A leader needs to understand where they are and see a path for the future.
• Confidence – A leader must remain confident, because the team will feed off of this confidence and perform more productively.

Great leaders are rarely born. They are developed from experience, mentoring and training. Personal traits play a major role in who will be successful leading others. However, it is important to remember that people are forever learning and growing. If your goal is to be a leader, then practice demonstrating these traits in your daily work.

Reminders That Will Help You Achieve TRUE Success

If you’re striving for success — independently or through employment with a company you’d like to move up in — a few things should be kept in mind to help you stay motivated and ensure you move up in an honest, conscious way.

1) True Success Is Defined By The Way You Treat Others

What are you willing to do for success? What would you do with it if you had it? Some people have no problem stepping on their enemies to get ahead, while others are genuinely in it to help the world. Sadly, the genuine are often betrayed by the greedy.

2) Being Compassionate Doesn’t Mean Being a Pushover

Be aware of the way they treat you and the effect they have on you. Do they take advantage of your compassion and ask for more, or do they appreciate your kindness and respect your boundaries? 

Reserve your empathy in some situations; not to be cold or heartless, but to discern a person’s true motives before going out of your way for them.

We wouldn’t have to worry about this if people were generally more compassionate, because nobody would be out to swindle us. Unfortunately, we don’t yet live in that kind of world. We can show the way by walking a fair and morally balanced path to success, but we have to make sure the world doesn’t drag us down.

3) The Bolder The Vision, The More Work Required

If your goal is just to survive with minimal work, I recommend a 9-5 job that’s relatively unchallenging. But if you have a dream you want to make reality, you can only do so by devoting most, if not all, of your time and energy to it.

Your dream won’t manifest overnight, and if you aren’t willing to struggle or put in the hard work, it won’t manifest at all.

4) Overworking Can Be Just As Bad As Underworking

Some aspects of your personal life can become a distraction if you let them, but if you’ve spent countless hours working and want to take a break, why not spend time with family and let the weight of the work fall off your shoulders?

Taking a break will refresh you and inspire you to invest the necessary time and energy when you get moving again. Your work will reflect your refreshed state of mind, and you’ll find it easier to push yourself and achieve more in the long run.

5) You Have To Love What You Do

I saved this one for last because it’s the most important. If you don’t love what you do, then you won’t succeed, or you’ll feel like something’s missing when you do. Those long hours spent working won’t seem worth the result, and you might begin to feel like you’ve lost your spark.

It’s natural to be passionate about one thing only to discover a passion for something else later, but instead of honoring this change, some people fight it by sticking with a career or hobby they no longer love.

If they embraced the part of them that’s ready to change, they’d remember what it’s like to enjoy pushing themselves and achieving things they thought impossible.

In my opinion, too many people miss the opportunity to do what they love for a living. Others commit to their passion and refuse to give in even when success seems impossible, because they love what they do too much to quit.

This is the level of impassioned commitment required for success. It alone doesn’t promise success, but without it, the work would quickly become overwhelming or tedious.


In a society that measures your value as a person by your level of success, it’s more important than ever to break those traditional views and succeed through independent, compassionate, conscious living. Put simply, my advice is to work hard, live authentically, be compassionate to a reasonable extent, and celebrate who you are.

Achieve True Success!

When I meet people, they often end up asking me for advice. Sometimes I get this question from home owners, other times it’s from business owners quality ground maintenance. They ask me, “If you could do it all over again, what would you do differently?” And that brings back a flood of memories and all the hard-earned life lessons I’ve learned.

My job was at Mount Sinai Hospital, a division of The Centre For Phenogenomics as employee of an origination, but I knew I had an opportunity to do so much more. (And I did.) I gladly took on new responsibilities, and eventually I was doing much more than my original job description. Today, as the CEO of Tier One Law Care Inc.

1. Dream big

Whenever you feel lost or like you’re “faking it” in a meeting, remember this: If you don’t understand what someone is saying, it’s probably not over your head.

2. Be nice to everyone.
Relationships are important at all levels. Most people go into their first job kissing up to their boss. But they forget that other people are observing your behavior, too. Your boss’s friends are taking notice, as are your co-workers. I find that people remember when people treat them kindly—or when people treat them badly. Make sure you’re in the first category.

3. Do what you love.
Or at least, be working towards that goal. Ask yourself questions. Do you like sales? Writing? Figuring out logistics? One exercise I find useful is to write down what the perfect day would be for you. Take a look at what you imagined–hosting a dinner party, spending time in nature, exercising—since it will clue you in on what you truly value. And there is a way to translate that into a career.

Go with your gut.

“Quit the wrong stuff. Stick with the right stuff. Have the guts to do one or the other.” Life is not about gutting out every situation and forcing it to fit your pre-planned ideal vision. It’s about identifying opportunity—or lack thereof. If your pride is all that is standing in the way of quitting a job that makes you miserable, I suggest you push your ego aside and quit. After all, the right people won’t care, and the wrong people don’t matter.

The High Cost of Inexperienced Workers

Hiring is a complex game that involves a lot of moving pieces. First you need to determine your company’s needs. Then you need to source a candidate who possesses all the right skills. Then you need to make an offer and hope the right candidate will take it. Finally, they will need to work out in the position and fit in with your office environment. What happens if the pieces don’t come together? Many companies will elect to hire inexperienced workers to save money on their salary but these employees may not possess the life experience it takes to succeed in business.

• Poor quality of work. While it may not be obvious at first, a bad hire can affect the quality of your services or products by cutting corners or making frequent mistakes. These mistakes are often not caught until it is too late to repair the damage.

• Poor attitude. Other times the destructive effect on the office is more obvious. A negative attitude can affect the rest of your team and can create unnecessary drama. Even worse, the negative behavior can affect your customers.

• Poor attendance. If you experience a red flag in the interviewing process, such as the candidate being continuously late, you may want to rethink your hiring decision. Lateness affects your ability to conduct business and it is disrespectful for your time or the time of your other employees and clients.

• Poor customer feedback. A bad hire goes beyond the office environment. If their performance begins to affect your customers you may have bigger problems on your hands. Regular negative feedback about a certain employee’s performance is never something to take lightly.

• Poor time management. Missed deadlines can create an avalanche within your office. When something doesn’t get done on time someone else may need to pick up the slack or the project may go unfinished or be extremely late. Address missed deadlines from the start and track the problem.

• Poor teamwork skills. One bad apple can spoil the whole bunch. If you notice your previously productive team has been negatively affected by a new hire it may be time to make a drastic decision. If the seeds of dissatisfaction spread you could face a large problem.

Consistency: The Key to Building Strong Customer Relationships

Business people understand the role excellent customer service plays in their success. They understand that winning customers and building loyalty doesn’t happen overnight and that building strong customer relationships requires a consistent and ongoing effort to retain their customer’s hard won loyalty.

They know that while pricing is important, loyalty earned through delivering on promises and taking care of customers will often win the sale and keep the customer, even where pricing may be a bit higher.

People also understand how fragile customer relationships are and how easily hard won loyalty can be lost through poor customer service and issues not quickly resolved to the customer’s satisfaction.

Most customers understand an occasional misstep or problem that is handled quickly and with care. What they usually won’t tolerate are neglect, rudeness, not delivering on promises, unnecessary bureaucracy and inconsistency, to name a few. This is especially true when other competitors are eager and hungry for their business.

The Consequences of Poor Customer Focus

Companies like McDonald’s and Starbucks weren’t always big guys. They started out small and grew. And their growth was laid on a foundation of consistency, in their market, in terms of the quality of their products and their service. When consumers choose them over an unknown competitor they usually do so because their brand has a reputation for consistency in the products and service they provide.

Unfortunately, seriously great service coupled with a great product seems to be rare. It often seems that in the decision making stage we woo customers with pleasant service and fast turnaround, but once they sign up for the service it’s a whole new experience.

I saw this firsthand recently when a customer bought a service that looked and sounded great, on the surface. The service promotes itself saying its “easy to use functionality and user interface will leave you wanting more!” But after buying the product, trying to get a response from the support department takes days, and that’s if they respond at all. And the supposedly “easy to use functionality” seems to be an empty promise. Can you guess how the customer might feel about this company now? Is the company building a strong customer relationship?

For some businesses, it almost seems that they’ll say pretty much anything to get the business and do pretty much nothing to keep it.

When customers make a decision to do business with us, will they discover that we’ve underpromised on what we will deliver? This is the type of experience that people hope for and the type they talk about and share with others, with positive results for our business. Of course, they’ll talk and share if we don’t do this too, but the results won’t be so positive.

A Social Reputation

And with the growing prominence of social media, managing our reputation online and offline is more important today than it has ever been. And negative feedback is something we don’t need.

Once the customer has decided to do business with us, once they’ve paid for the product or service, what follows will set us apart from the pack. It will differentiate us in a good way or a not so good way. Those of us running any size of successful business know firsthand that building customer loyalty isn’t an overnight effort. It’s an ongoing one that can make the difference between success and failure. And consistency in every area plays a key role.

The Importance Of Honesty And Integrity In Business

Having honesty and integrity in the workplace is one of the most important qualities of great leadership in business and I am going to tell you why…

Integrity In Business And How It Translates To Success

Whenever I hold a strategic planning session, the first value that all the executives agree on is integrity. Leaders know that honesty and integrity are the foundations of leadership. Leaders stand up for what they believe in.

There are no moral shortcuts in the game of business or life. There are, basically, three kinds of people, the unsuccessful, the temporarily successful, and those who become and remain successful. The difference is character.”

Great Leaders Never Compromise Their Honesty And Integrity By Cheating

There are many examples of temporary winners who won by cheating. For a number of years, Enron was cited as one of America’s most innovating and daring companies.

Importance Of Integrity In Giving And Keeping Promises

Leaders keep their promises. They give promises carefully, even reluctantly, but once they have given that promise, they follow through on that promise without fail. And they always tell the truth.

If you are afraid of candor, then you don’t have the guts to be an effective leader. You are going to surround yourself with yes people who will say what you want to hear instead of saying the truth.

The True Mark of Leadership

There should be no exceptions to honesty and integrity. Integrity is a state of mind and is not situational. If you compromise your integrity in small situations with little consequence, then it becomes very easy to compromise on the small situations.

Leaders with integrity always err on the side of fairness, especially when other people are unfair. As a matter of fact, the true mark of leadership is how fair you can be when other people are treating you unfairly.

Leaders With Integrity Aren’t Afraid Of The Truth

Leaders with integrity is not afraid to face the truth. This is called the reality principle, or “seeing the world as it really is, not as you wish it to be.”

It is perhaps the most important principle of leadership and dependent on integrity because it demands truthfulness and honesty. Many companies and organizations fail because they don’t follow the reality principle.

Integrity means telling the truth even if the truth is ugly. Better to be honest than to delude others, because then you are probably deluding yourself, too.

Leaders need to be courageous, but they also need to be open to the idea that they could be wrong. There are many leaders who eventually fail because they refuse to question their own assumptions or conclusions.

There’s a difference between being confident and blind. Let’s face it, in today’s world of rapid change, there is a possibility that you are partially wrong or even completely wrong.

Maybe you are not wrong, but just opening yourself to to that possibility is going to make you a more effective leader because it will open your mind to new ideas or new thinking.

leadership blog

Signs of Poor Leadership

Poor leaders can have a negative impact on employees and might even damage the company’s bottom line. Bad leadership affects your company’s ability to retain employees and lowers employee morale, motivation and productivity. Understanding the traits of poor leaders can help you avoid leadership pitfalls and strengthen your leadership abilities.

Lack of Communication

Poor leaders don’t value communication with their employees. A poor leader might spend long periods of time away from his desk or office or might ignore staff emails and telephone messages. Listening to others is a low priority and a poor communicator might interrupt while an employee is talking and cut the conversation short. Poor leaders disregard input from staff and might not seem to care about staff opinions. Poor communicators might also fail to pass along new information about company policies or procedures that will affect the way staff members perform their jobs.


Micromanagers can’t resist becoming involved in the smallest details of their employee’s jobs. While micromanaging ensures that everything is done the manager's way, employees can resent the lack of responsibility and autonomy. Profiles International reports that micromanagers might be insecure, or reluctant to give up control for fear of being shown up.

Unclear Expectations

Failing to make expectations clear can frustrate employees and hinders their ability to successfully complete a task. Poor leaders might not tell employees when a project is due or might suddenly move up the due date. Project details can be vague, making it difficult for employees to guess what factors the supervisor considers important. If a project involves participation from more than one employee, a poor leader might not explain who is responsible for performing each part of the project.


Poor leaders may intimidate and bully employees, often threatening them to fire them if work is not completed satisfactorily. Employees of a poor leader might be publicly berated for mistakes and subject to criticism of their personality traits. Working in such an environment decreases staff morale and increases turnover. Creating a negative atmosphere can backfire because fear can cause stress, and in extreme situations, reductions in performance and efficiency, reports Ronald Riggio, Ph.D. in “Psychology Today.”

Poor People Skills

Poor leaders can be negative people who have no idea how to motivate others. They might feel free to share their negative opinions about the company or a department-wide project, rather than emphasizing the positive aspects of a situation or problem. Unable to consider anyone’s viewpoint but their own, poor leaders don’t respond well to complaints or suggestions. Poor managers might play favourites with staff, obviously choosing one staff member to receive special treatment and plum work assignments. Employee conflicts can be frightening for leadership-challenged supervisors who don’t have the skills necessary to mediate and resolve communication problems between staff members.

workplace communication

Importance Of Effective Communication In The Workplace

An effective communication setup is crucial for any business to meet its intended goals. All inter- and intra-departmental links are facilitated through communication, so it’s important that both internal communication systems and employee communication skills are sound. Poor communication compromises efficiency, production quality, customer relations, and other dynamics needed to maintain and develop a business.

Effective communication should start with the managers and extend to those under their supervision to resolve problems, unite workers, and increase employee loyalty without much ado. Good communication within a team can also boost morale and sense of security because employees feel like they are privy to the company’s direction and vision.

Below are more reasons to invest in ways to encourage effective communication in the workplace:

Relationship Building

Communication is key to establishing and sustaining productive relationships in the workplace. Encouraging open communication between and among employees results in the formation of more cohesive and effective teams. If employees are regularly awarded for achievements, it can lead to improved work ethic because they are constantly reminded that they’re working towards a common goal.


Employees who feel comfortable with openly communicating new ideas are more likely to cooperate and innovate when new projects are introduced. On the other hand, if they are unable to convey their thoughts due to fear, lack of technology, or limited communication skills, then it is unfortunate because there will be ideas that won’t be implemented to their full potential.

Staff Management

Managers who are effective communicators can easily explain to their team members what is expected of them and what is required to achieve objectives. Moreover, good communication skills are required for managers to provide adequate constructive feedback to those under their supervision, build better relationships with their staff, and understand personal goals and challenges that may arise.

Company Growth

Businesses lacking in good communication structures can easily fail. It’s a harsh statement, but without proper marketing and sufficient internal/external correspondence, most organizations will struggle to stay afloat. However, if effective communication measures are in place, it can lead to productivity and avoidance of unnecessary delays in the implementation of policies and progression of tasks.


Through regular internal and external communications, businesses create a sense of transparency. This is needed if you want customers to trust your brand and services, as well as if you want your employees to put their faith in higher management. When tough decisions need to be made, leaders who know how to communicate will have an easier time explaining why. The best companies don’t wait for disaster to strike before they start communicating.

Over the years, technological advances have made things more efficient, but have made communication more impersonal. Whether this is a boon, a bane, or both, there needs to be a balance between embracing new technology and maximizing it if you want to maintain personalized communication to ensure good working relationships, improved productivity at work, and smooth business operations.

I am your customer: understand me, keep me happy, and surprise me!

While these companies represent different industries and have different business models, there are a few common themes that everyone agrees should be leveraged when handling end-customer operations:

1. Know Your Customer

Keeping tight partnerships with your key customers is crucial. But before you reach this level, you should know your customers and understand their needs, which includes their strategic initiatives and the role that your business plays in achieving key objectives. 

This is the measure of how relevant your business is to your client. We frequently observe businesses establishing offices close to their business partners. I truly believe that physical proximity is important as it fosters stronger connections. Investing time in building relationships not only brings you closer to your client’s business and enables you to better understand their needs, but it also may pay off in additional growth. The best outcome is to have your client partners recommend you to other clients.

2. The Digital Customer Experience

The voice of the end customer has never been so important, whether you are an industrial manufacturer, a freight carrier, or an insurer. Companies feel that they have to fit into a digital agenda and frequently need help and guidance on how to get there. Over the past few years, the industry has developed some best practices to deliver efficient processes that provide value to the business. However, one minor detail is often forgotten: how do our internal processes affect the end customer? To be able to answer this, businesses should ask themselves a few questions:

– Do we make the end user’s life easier or do we bother them with our internal processes?

– How do we motivate employees in terms of customer priorities?

– Are customer needs and customer service part of employee development plans?

– Are teams incentivized to deliver an outstanding customer experience?

This is the key difference of taking a truly client-centric approach. I always explain it as a combination of 1) motivated people focused on customer needs and understanding, 2) client-centric processes that keep the customers happy, and 3) technology to constantly surprise clients. If we prioritize the end-user experience, not only will we end up designing more efficient processes, but we will also please customers, employees, and partners.

This is the key difference of taking a truly client-centric approach. I always explain it as a combination of 1) motivated people focused on customer needs and understanding, 2) client-centric processes that keep the customers happy, and 3) technology to constantly surprise clients. If we prioritize the end-user experience, not only will we end up designing more efficient processes, but we will also please customers, employees, and partners.

We are all customers of one company or another. What is it that makes us want to buy from company X versus company Z? Taking this perspective may result in a better solution for your business. Look at your internal KPIs. As a customer, do I really care how many cases are handled per day or do I prefer to have my case solved? Businesses that focus on the average time per call and the number of calls handled per XYZ agents are not taking a customer view. This definitely does not add value to me as your end customer!

When considering long term, think innovation, think investment, and think like a startup. Investing in new solutions and people may help you win new businesses and transform your traditional business with new business lines. Working like a startup and promoting co-creation models with your business partners may result in more sustainable relationships and growth.

3. Let Your Customers Speak

What strikes me is that the voice of the customer does not necessarily come from the end customer. We often assume what is best for the end customer; however, we do not always understand the situation. Once we start measuring and truly “hearing” our customers, we may end up with a different outcome.

I frequently hear my business partners express concerns over new practices such as enabling self-service to end customers because they’re afraid that they may get more complaints or that the end customers won’t be interested in using such an option. Is it really the end customer who lacks interest? Businesses should not make such assumptions about the end customer (or even themselves), but rather take a different view. As a customer, I just might want to be able to check and track a delivery or be able to submit a claim online.

4. Take Care of ALL Your Customers

Sometimes, instead of focusing on “good” customers, business processes are built around pleasing the biggest complainers while neglecting the true revenue generators. It is not only about making the customers happy but also about truly understanding their (changing) business needs.

Alter your perspective: some customers may want personalized service but others may not want to be bothered. In the end, all customers want to get through the process as easily as possible, but the way we address their individual needs may require more personalized contact, self-service portals, automation, etc.

5. Resolve Complaints Quickly and With Style

The complaints process is a critical part of the value chain: the one process that should be streamlined and automated to the furthest extent possible. Tools like self-service portals, virtual agents,and FAQs should be your best friends! Maintaining manual and complicated processes not only extends the resolution time but also makes us focus on the wrong priorities. If you add the costs of the complaints resolution with the actual revenue loss on credits raised for fixing the defaults, you may end up wasting more energy ironing out defaults rather than building the perfect waste elimination process.

And if you are in a situation where you deliver a perfect order fulfillment, you may then conclude that your customer is always right! Why? Because the best complaint resolution process is NO COMPLAINTS!

As a customer, I want to have a great experience each time, every time, irrespective of the communication channel. I want to be able to follow up on my case anytime, anywhere!

customer service blog


Working with entrepreneurs has given me opportunities to speak to and lead others who are either trying to start their own business or trying to improve what they already have. I have a unique position to speak from. Yes, I have been successful, but at the same time, I have made plenty of mistakes. Over the years, I have learned that customer service is absolutely the most important part of any business. Recently, when I spoke with a Forbes contributor, I found myself coming back to the same words over and over again: 

“To over-deliver in service to a customer is by far the most valuable thing to a business. Because there are only two ways to improve the operations of a business: increase sales or decrease costs.”

And I still stand by what I said. You will find it very hard to decrease costs, but you can offer better customer service and that allows you to increase sales. If that’s not enough to convince you, though, here are five reasons why I firmly believe customer service is more important than anything else in your business.

1. The Best Customer Service Builds Trust

These days, people will only stay loyal to a company if they have very good reason to. Otherwise, there is plenty of competition available they could choose to move to. As a result, you have to work even harder to keep customers and build their trust in your brand. By providing the best in customer service, you will increase trust, and that could mean the difference between customer loyalty and customers who jump ship.

2. Customer Service Matters More Than Price

When studies and surveys have been completed, they continue to find that a large group of consumers say that customer service is much more important than price. To get the right experience, they are willing to pay more.

3. It Will Build Brand Awareness

If you don’t already know this, then it is time to learn. Word of mouth is the most powerful ally you have on your side. What your customers say to others could make or break your business. When you provide the best in customer service, guess what happens? People will talk about you. They will remember your brand. If they hear someone else talking that they need a specific kind of company, they are much more likely to say, “Oh, go to this place. They are great!”

4. Good Customer Service Reduces Problems

Problems are always going to arise for any business no matter how hard you try to avoid them. While you can’t run a perfect business with all the perfect customers, you can ensure friction doesn’t become an issue. If customers know that they can voice complaints and those issues will be handled properly, they will feel more comfortable doing business with you.

5. It Appeals to the Customer

Once upon a time, business was all about closing the sale. It didn’t matter how you got to that point. These days, you will need to cater to the New Customer. This is someone who expects to be treated as a person, who wants more from the experience, and who does not want to be just a number. Better customer service will ensure you are providing them what they want. When it comes to a business, nothing matters if you offer poor customer service. Keep these five things in mind so that you canunderstand just how important it really is for your own success. So, make sure you are offering the best in customer service, and enjoy the positive results.

safety is everybody's business

Effective workplace health and safety policies and procedures

It’s important, every now and then, to stop and look at the systems you have in place for managing health and safety in your workplace, and consider how you might improve them to create and safer, happier and more productive environment for your workers to come to every day.

Workplace health and safety policies and procedures are a huge part of this.

Policies are the documented principles, objectives, obligations and commitments that guide workplace health and safety decision-making within your business. They help you to manage legal risk and allow you to outline the benefits and opportunities provided by your company to its workers.

Not just those relating to workplace health and safety, but all policies underpin your health and safety management system by documenting the following things:

  • what is expected of your workers, Behaviour and performance standards;
  • rules and guidelines for decision-making in routine situations;
  • a consistent and clear response across the company in dealing with situations;
  • your good faith that workers will be treated fairly and equally;
  • an accepted method of dealing with complaints and misunderstandings to help avoid claims of bias and favouritism;
  • a clear framework for the delegation of decision-making;
  • a means of communicating information to new workers.

Workplace health and safety procedures are the documented processes that guide working practices in your business – these include specific procedures that set out step-by-step instructions for carrying out a job or task.

Health and safety policies and procedures are essential for your workplace because they:

  1. Demonstrate that your business is addressing its health and safety obligations.
  2. Show that your business is committed to working within a set of health and safety principles.
  3. Clarify functions and responsibilities in your business.
  4. Ensure that safe systems of work are recorded, communicated to workers and implemented in a consistent way throughout your business.
  5. Guide the future actions of workers in a formal way.
  6. Help your business to manage staff more effectively by defining acceptable and unacceptable behaviour in the workplace.
  7. Save time by allowing health and safety matters to be handled quickly through an existing procedure, rather than staff dealing with problems as they occur or responding differently each time the same issues arise.

Each of these advantages works towards improving your health and safety systems to create a culture where health and safety is a commitment made by your management and board. If you can do this, you will show your workers that their welfare is your priority – leading to a safety culture and more productive workers.

A Message from Tier One Lawncare

"As we continue to grow, each new day offers a chance for us to work together, pursue new opportunities and improve upon the past. We establish in-depth relationships with our clients by learning their needs, challenges and goals firsthand, so that we can offer tangible solutions with a candid perspective. We continue to manage our business around the evolving needs of our clients, so that we can be at the forefront of change and deliver value-because value is what our clients deserve."

Website made by
Fast. Easy. Simple.
My title page contents