This conference was suppose to be able how to get the word out about your company using "Word of Mouth" and specifically, social networking. However, one of the key underlying themes was about hiring the right people and promoting the right culture. Happy employees create a happy culture which will not go unnoticed by your customers. Good service -> no EXEMPLARY SERVICE gets noticed. Humans not technology solve other humans problems and heart break ... your employees hold your brand, your customer relationship, and can be the center of a solid WOM program. Social Networking applications and technology help facilitate human interaction. Be careful as you hire... Be more careful to make sure your decisions impact in a positive way your employees.
Case in Point: While running errands on Saturday, I popped into a local pet food store, The Feed Barn that has several locations to pick up some cat food and Frontline. While there, I over heard two employees that have been there quite awhile considering retail turnover about the owner installing web cams. Given the economy, I thought they may be experiencing a theft problem. I commented. I was shocked to find out the webcams were being installed around their time clock because while one employee was helping out the last customer perhaps 15-18 minutes after closing, Another one was punching them all out ... The owner thought this was because at 6:16 he had to pay them all another 15 minutes. So ... he has now not only lost the trust of his employees .. they have spread the word (although prompted by me) ... I have told others and used it as an example of what not to do! I also suggested the irony of the book by Jeanne "I Love You More than my Dog" and that they should buy it for him. One of the Five Principals discussed is "Decide to Believe". This starts with all your networks. Customers, Employees, Suppliers... However, your employees are always at the core.
Select people with your values. Choose people passionate about success. Happy employees radiate a glow and it shows with customers. Be human.
Zappos actually will pay people to resign if it isn't the right fit for new employees. No harm no foul... just don't pollute our culture with anything less than your complete joy in doing your job. What companies (large or small) do you feel do a great job at this?
