It’s important to keep frontline employees happy because: Satisfied employees produce satisfied customers.īusinesses that focus their efforts on their frontline staff are investing in the people who are providing customer service and who are actively turning leads into customers. Satisfied Frontline Employees Create Satisfied Customers So let’s see how you can empower these customer-facing workers, so they can deliver great service.
And all of that is thanks to an employee who directly interacted with a potential customer and provided excellent customer service.įrontline workers definition: “Employees who directly interact with customers.” It’s a whimsical story, but it shows you how empowering your frontline staff enables them to do what’s best (and right) for your brand.Īnd the person from Skechers that ended up eating the large pepperoni? She is now a lifetime customer of Zappos. The Zappos rep put them on hold and returned two minutes later, listing the five closest places to their hotel room that were still open and delivering pizzas at the time. They explained to the Zappos rep the entire situation and wondered if there is anything Zappos can do about it. One of them tried to order a pizza from room service, but the hotel didn’t deliver hot food after 11:00 PM and it was way past that.īut then, they decided to call Zappos to try to order a large pepperoni pizza. Tony Hsieh, the founder of Zappos, was at a Skechers sales conference and after a night of bar-hopping with other attendees, they headed up to the hotel room to order some food.
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