Employees usually are the face of an organization and their attitudes can make or break a customer’s decision to spend hard-earned money.
They’re being asked more and more to put on a happier face.
Experts say that request can be tough in light of the millions of people who lost their jobs nationwide during the recession, which began four years ago and officially ended in mid-2009.
Several national surveys in recent months indicate that employee attitudes are across the board, with some workers stressed or unhappy with their jobs or pay and others relieved just to have jobs and yet more thriving with their opportunities.
Whatever the workforce attitude, however, employers know the troops, especially those on the front line, can win the competitive battle for sales.
Just in recent weeks, for example, Jacksonville-based Winn-Dixie Stores Inc. announced it started a program with its employees called the “WINN-ing Way.” It represents a change in attitude and a shift in culture, CEO Peter Lynch told shareholders at the company’s annual meeting.
According to a brochure distributed to employees, the goals of the new Winn-Dixie strategy include making life “easier and fun” for customers and for the stores to become an important part of their neighborhoods.
Another supporter of consumer care is Tax Collector Michael Corrigan, who told a civic club recently that he wants his employees to work closely with customers to make their experience a better one.
“It’s the human touch that’s going to get the Tax Collector’s office better under my watch,” he told the club.
To read what the experts say about tending to employee attitudes, see above.
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