Customer service Engagement

A Wasted Opportunity

I was seated next to a new executive in the parent company of an organization where I was a decades-long customer.

We introduced ourselves at this network function, and I shared how wonderful the receptionist is at one of their locations. In fact, it’s the only location I chose to frequent because this frontline professional was most welcoming, courteous, engaging, and a delight to interact with – a true brand ambassador.

Because I believe in recognizing and reinforcing great service, I told the receptionist I’d spoken highly of her to this executive and mentioned how lucky the company was to have her on staff.

Fast forward months later: I saw the receptionist and thanked her (again) for how well she took care of me and other customers. That’s when I was disappointed to learn that neither the executive – nor anyone else from management – reached out to acknowledge the positive feedback given about her.

How much effort would it have taken for the executive to have shared this unsolicited praise with the receptionist? Or even just passed it along to the employee’s supervisor to follow up?

A meaningful opportunity to recognize a valuable employee was wasted.

According to the Society for Human Resource Management, more than 75% of employees cited a lack of appreciation as one of the top reasons they leave their job.

The impact of their leaving is more than a matter of employee turnover:

“The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers.” Sybil F. Stershic

[Image credit: Thomas Park on Unsplash]

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