Love Fuels a WOW Culture
Six Ways to Share the Love with Employees and Customers by Deb Boelkes We typically don’t think of love and business as existing in the same universe. Not only does love belong in the business world, Deb Boelkes says it should fuel everything you do, both internally and in your interactions with customers. “Your customers are the reason you exist, and your job is to earn their love and loyalty,” says Boelkes, author of the WOW Factor Workplace: How to Create a Best Pace to Work Culture. “That means you must first love them. And that, in turn, means you must first love your employees.” None of this will happen if you just go through the motions, she cautions. You can’t “fake” love for employees or customers. You must go all in. You must infuse love into all that you do. And that means building it in from the ground up. To get the love flowing, says Boelkes, commit to becoming a WOW factor workplace. That’s a workplace in which heartfelt leaders inspire employees to create extraordinary products and deliver impeccable service at a great value. This creates an unparalleled experience for both employees and customers and in turn, makes them both feel special, appreciated and respected. Don’t be Afraid to use the “L” Word In her book Boelkes quotes the late Teresa Laraba, former vice president of Southwest Airlines, as saying, “Early on, when we started, one of the taglines was: Somebody up here loves you. We used the word love in a space where it had not been used, especially in the airline industry. Our stock symbol is LUV. We were open about introducing love to corporate America and the airline industry. We were going to The National Dipper
March/April 2020
have a product which loved you and a company which was going to serve you and appreciate you doing business with us versus the attitude: ‘You exist to keep us in business.’” “Find fun, creative ways to show the customer that you love them,” suggests Boelkes. “Send then a heartadorned coupon book with discounted offerings. Pen personalized cards listing the reasons you love them. Put together ‘We Love Our Customers’ gift boxes. Or make a charitable donation to a local soup kitchen or animal shel-
ter in honor of your customer. There are countless ways to show you care.” Recommit to Your Relationship with Employees Engaged employees are happy employees, and happy employees create happy customers. That’s why leaders make it a priority to work on their relationship with employees. And as with any good relationship, it means putting in time and effort. Teresa Laraba said, “We do not subscribe to ‘you leave your problems at
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