Comments on: Preparing Employees For the Front Lines… of your brand

By: Josh

Josh — Wed, 18 May 2011 09:12:44 +0000

WHen I work with a client I try to educated them on what I do. When they get it everything runs smoother. I am sure it is the same with employees, but I have none yet. :)

By: Richard Shapiro

Richard Shapiro — Thu, 12 May 2011 12:19:27 +0000

Lisa, thanks for these great suggestions. Your analogy that all front-line representatives are actually the receptionist for the company is right on target. Companies need to realize that if they employ associates who like to help people….that they will automatically love being on the front lines and make customers happy. And, happy customers love to tell all of their friends (by traditional word-of-mouth and social media platforms) how special service can really be. The bottom line is the bottom line…if you want to have a successful business make sure you staff and train your associates to make each customer feel welcomed, important and appreciated. Richard Shapiro, The Center For Client Retention

By: Lisa Barone

Lisa Barone — Wed, 11 May 2011 20:39:50 +0000

#notsayingaword

By: Rhea Drysdale

Rhea Drysdale — Wed, 11 May 2011 20:32:38 +0000

By: John Jordan

John Jordan — Wed, 11 May 2011 19:18:46 +0000

Awesome post! I know of a few companies that could really benefit from doing the above.

By: Lisa Barone

Lisa Barone — Wed, 11 May 2011 19:05:22 +0000

Ha, wow. Thanks for sharing that. Though, they’ll probably all-too-soon realize the trouble with giving awards based off the # of followers. :p

By: Lisa Barone

Lisa Barone — Wed, 11 May 2011 19:02:46 +0000

Absolutely.

By: Matt Soreco

Matt Soreco — Wed, 11 May 2011 19:01:39 +0000

Timely and somewhat relevant… The UFC gives their fighters bonuses for using twitter:
http://www.mmafighting.com/2011/05/11/ufc-to-offer-bonuses-to-fighters-for-tweeting/

By: Lisa Barone

Lisa Barone — Wed, 11 May 2011 18:56:16 +0000

Businesses should create an environment where employees feel valued, regardless. I don’t think this changes that. I think making employees feel PART of the organization they’re working for, giving them a larger voice and encouraging them to be more involved is actually making them feel more valued. Or at least that’s always been my feeling, both as an employee and a boss.

I think as people bring more value, they should definitely be compensated for that. But I’m not sure giving a raise simply because their job has evolved is always appropriate. Or maybe it is? When people had to learn to use a computer instead of doing things by hand, were they given a raise because the office progressed or did they have to adapt first?

Employees have always been expected to represent the company they work for. Now we just have an audience.

By: Tom O'Leary

Tom O'Leary — Wed, 11 May 2011 18:54:15 +0000

I forgot to mention offering a solid training program, to include practical educational investments for industry advancement. We should encourage front line employees to become our next executives and give them every tool necessary to make that happen. Rather than making them feel like a brand manager, give them the tools to actually become a brand manager within 5 years if they want to be – even if they have to leave the company to be one when the time comes.