The Value of an Employee Value Proposition

Steve Czerniak is an organizational development expert who works as a volunteer consultant supporting small businesses, non-profit organizations, and start-up companies.  Steve’s has experience as a major defense contractor and an internal consultant.

Episode Highlights:

• Real customer service is about the details
• Ongoing training is really important when it comes to retaining customers
• Company policy versus philosophy/culture
• Employee morale is integral to an excellent customer service experience
• Customer service should be focused on both the external and internal customer
• Organizations need to have training for multiple generations of employees
• High expectations are important for a successful company
• Customer service has become the top priority this year
• Disney and Ritz-Carlton are both excellent examples of elite customer service
• Consistency is key
• There is a difference between a prospective customer and a continued client
• Employees have to fully embrace the company’s philosophy
• Character and integrity are necessary in business and in life
• Companies should make their employee value propositions and employees should make sure to follow them
• Respect, internally and externally, is invaluable at work and at home
• Use a self-evaluation to honestly face what you need to change
• Cultural sensitivity is also extremely important
• Dig deep, read, and stay educated

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