Continuous Improvement Through Employee Satisfaction Equals Customer Satisfaction

My father recently sent me an article entitled “Perpetual, Continuous Improvement” by Peter Lindskog, which was published in Florida Wise Magazine. He said it sounded like me. I thank you, Dad, as the article was excellent and it made three important points that I believe in that are definitely worth sharing.

1. Employee satisfaction is the most important point. If your employees are happy with their jobs and with the organization, you are most likely enjoying a successful business. Do employee satisfaction surveys at least twice a year, recommends Lindskog. Make certain they are not surface reviews but rather probing reviews that help you find out exactly what your employees are thinking. Respond to issues, problems and concerns, let everyone know what you are doing and how you are responding. Share the information and take appropriate action when issues arise.

2. In regards to customer satisfaction, and loyalty, do you know what your customers think about your organization and products or services? Do you have any information regarding customer loyalty? Ask them, survey them, listen to the results. Lindskog further advises to be careful not to annoy your customers with too many or overly annoying surveys. Be respectful.

3. In regards to numbers, revenue, sales, etc., what is most interesting is the fact that Lindskog believes that numbers are third in importance after employee and customer satisfaction. However, third place is still very important. While it is said that if you satisfy one and two, three will take care of itself, you will never accomplish this without effective plans, strategies, financial controls, etc. It is all three you need but the point is, employee and customer satisfaction must be elevated and better understood.

Maybe Mr. Lindskog has it right. I think so.