Employees in DrainFlow are not satisfied with the work they are doing, and this is a major cause for concern; this phenomenon can definitely drive DrainFlow into extinction. DrainFlow lacks the “vital or energetic” environment that the competitor, Lightning Plumber, comprises. With the help of the cash reward and structured interview program, employees can become more vitalized and energetic about their work.
Research proves that satisfied workers will work at maximum capacity and be productive in the work environment. According to huffingtonpost.com, “When people aren 't happy with their jobs or their employers, they don 't show up consistently, they produce less and their work quality suffers. A 2011 Harvard Business Review article stated …show more content…
If employees are satisfied, it will show in their work; they will make it their mission to provide exceptional customer service because of the love and loyalty they have for their job. DrainFlow employees are lacking job satisfaction; therefore, they are lacking exceptional customer service, and it shows in the polling results. 40 percent of DrainFlow customers felt their experience was not good, and 30 percent said they would use a competitor the next time they had a plumbing problem (Robbins & Judge, 2014). Loss of productivity is not the only con of unsatisfied workers, but as we can also see loss of exceptional customer services will also occur. With the help of this new cash reward and structured interview programs, DrainFlow employees will be motivated, will be satisfied and will be happy with their jobs which will open the door for exceptional customer service, and more paying …show more content…
One common way to assess customer satisfaction is by polling the customers accordingly. At the conclusion of each service cycle the billing representatives should poll the customer on every aspect of the service from start to finish. How was the initial experience with the order processors on a scale of 1 to 3? Did the plumber or plumber assistant fix the problem on the first attempt yes or no? How was your experienced with the billing representatives on a scale of 1 to 3? On a monthly basis these survey results should be calculated on a cumulative basis for the first six month to assess if the new implementation as made a considerable
Research proves that satisfied workers will work at maximum capacity and be productive in the work environment. According to huffingtonpost.com, “When people aren 't happy with their jobs or their employers, they don 't show up consistently, they produce less and their work quality suffers. A 2011 Harvard Business Review article stated …show more content…
If employees are satisfied, it will show in their work; they will make it their mission to provide exceptional customer service because of the love and loyalty they have for their job. DrainFlow employees are lacking job satisfaction; therefore, they are lacking exceptional customer service, and it shows in the polling results. 40 percent of DrainFlow customers felt their experience was not good, and 30 percent said they would use a competitor the next time they had a plumbing problem (Robbins & Judge, 2014). Loss of productivity is not the only con of unsatisfied workers, but as we can also see loss of exceptional customer services will also occur. With the help of this new cash reward and structured interview programs, DrainFlow employees will be motivated, will be satisfied and will be happy with their jobs which will open the door for exceptional customer service, and more paying …show more content…
One common way to assess customer satisfaction is by polling the customers accordingly. At the conclusion of each service cycle the billing representatives should poll the customer on every aspect of the service from start to finish. How was the initial experience with the order processors on a scale of 1 to 3? Did the plumber or plumber assistant fix the problem on the first attempt yes or no? How was your experienced with the billing representatives on a scale of 1 to 3? On a monthly basis these survey results should be calculated on a cumulative basis for the first six month to assess if the new implementation as made a considerable