The Importance of Trust in Client Focused Organizations
Friday, August 28th, 2009
Being “customer centric” and “client focused” are key ”mantras” that many businesses use today.
But how well are the employees in client facing positions performing under such mantras? Or is it just a lot of talk- mumbo jumbo?
To build a client focused organization, most companies engage processes and adminster rules & regulations. But does a processes, such as a script for a customer service representative, work? Yes, but to a point. Do tight rules work, or do they cause employee bitterness?
Yes, you do need certain rules and processes in place, of course, but with too many in place, employess feel “untrusted.” And that often is the case- the employer does not trust them to do their job.
And when you don’t feel trusted, how horrible do you feel? I feel awful.
Why would trust make a difference? A few benefits of instilling trust for client focused organizations are as follows:
Employees who are entrusted will……
Have more respect for the employer
Look to the employer for help when needed
Be truthful and outright
Be more willing to collaborate and share ideas
Treat the clients better
Be happier and more productive
Tend to stay on the job longer
(certainly there are more to add…)
Two key challenges, in, for example, call centres (one very important area in a client focused organization) are productivity and retainability. These are big issues that an atmosphere of trust would help.
A climate of trust, specifically in a client focus sense, will bring better results.
Trip Allen, Team Egyii, Singapore
