“An employee who isn’t rushing and knows what they’re doing is going to make the customer feel like they’re in the right place and make them want to come back. The bottom line is, you just can’t have a great customer experience unless you have great employees.” - Wendy Drummond, CEO, Premier Locations
In this episode of One-to-One, our host Scott McArthur, CRO, Statflo sat down for a chat with Wendy Drummond, CEO, Premier Locations. They talked about how an employee-first mindset results in great CX and how leaders can inspire their teams to serve customers better.
One-to-One gives you a glimpse into the world and mindset of CX leaders. If you liked this conversation and don’t want to miss future episodes, catch us on Spotify, YouTube, Apple Podcasts, Google Podcasts, or your favorite podcast app.
Here are some highlights from their discussion:
The attitude of your frontline employees and their energy levels are infectious – customers sense it right away. When the sales team is well-trained, and feels cared for and valued, it translates into enthusiasm for their role. However, if employees are not happy doing their job, and are not motivated about what they do, customers will not only feel it but will also reciprocate it. At the end of the day, everyone wants to be attended to by an employee who understands them, respects them, and doesn’t rush them.
Customers need to know and trust who they’re doing business with and that can only happen through localization of CX. The point is to drive the whole concept of local, personal relationships between businesses and customers.
Our philosophy is, to be successful in a community, you’ve to be a part of the community. At Premier, we do that by being active in the Chambers of Commerce and other business communities in different pockets. Our marketing team works hand-in-hand with enterprise sales managers to actively pursue community engagement. It’s crucial to note that simply keeping the community engaged is not sufficient – you need to make sure that these community engagement efforts translate in sales.
Companies don’t survive or thrive based on one person or one customer. As a sales leader, you need to motivate your team to work towards the same destination and emphasize the importance of creating value for the customer through everything that they do. One way to drive home the prominence of caring for customers is through the mission statement of your company. For example, at Premier, our mission statement is, “Love and serve our customers to transform their day.” It’s not, “Sell 2000 phones per month”. How you articulate your goals will define how your employees treat your customers.