The question of whether clients or employees are more important is a age-old paradox that presents a challenge for business owners. It is an unfair question, as both are crucial to the success and longevity of an organization. However, when asked, business leaders often respond instinctively and not always in the same way.
Sensitive business owners might say, “My clients and employees are equally important!” while others tend to take a more definitive stance, usually in favor of the customer. “They’re the ones paying our salaries. Without them, I don’t have a business.”
More often, the pendulum of values swings towards a perceived greater importance of clients. After all, as one business owner said, “I can always find new employees.”
But business leaders need to dig a little deeper and realize that employees are actually the lifeblood of their business and, as such, they deserve a place of pride in any organization. Let’s be clear: your employees are actually more important than your best clients.
Your Team is Your Brand
Employees are the foundation of a business’s success and growth. They are often the first and last point of contact in every transaction and, as a result, they are literally the face of an organization. They perform their tasks, create a positive experience for the customer, and ultimately generate sustainable revenue. What could be more important than that?
Opponents might argue that not all employees are excellent at their job and that one bad apple could even deter a customer. This doesn’t detract from the great value of employees, but rather highlights the importance of good recruitment.
Keep Your Employees Happy
Employee happiness has a significant impact on overall productivity and customer satisfaction. When employees are not motivated and flourishing, they are much less inclined and capable of meeting customer needs as you expect. The concept is simple: happy employees lead to happy customers. And happy customers, of course, are the key to a business’s success.
For a business to grow, the success and satisfaction of customers should be everyone’s concern. As the great founder of Zappos, Tony Hsieh, said, “Customer service shouldn’t be a department. It should be the entire company’s responsibility.” Hsieh’s insight highlights the importance of every employee throughout an organization.
Happy Employees are Your Best Brand Ambassadors
Most business owners understand the power of five-star customer ratings and positive reviews. But happy employees also have a significant impact on a business’s bottom line. Statistics show that happy employees can increase a business’s sales by nearly 20%. This is because happy employees are the best ambassadors for your brand. They talk about your business positively to friends, family, and even strangers, which in turn attracts more customers.
Final thoughts
In conclusion, both clients and employees are important, but employees are more important. Happy employees are the foundation of a successful business, as they create positive experiences for customers and help grow the business. Business owners should prioritize the happiness and well-being of their employees, as this will ultimately lead to happy customers and a thriving business.
References
- “The role of the employee in delivering high-quality customer service” by J. Wilson, International Journal of Contemporary Hospitality Management, 2006
- “The Impact of Employee Satisfaction on Customer Satisfaction in Service Organizations” by S. M. Brown, Journal of Business and Psychology, 2002
- “Employee Satisfaction, Customer Loyalty, and Financial Performance: A Longitudinal Study” by R. S. Andaleeb, Marketing Science, 2006
- “The Mediating Role of Employee Satisfaction in the Relationship between Employee Engagement and Customer Outcomes” by C. A. Scott and R. J. Markowski, Journal of Applied Social Psychology, 2014
- “The Impact of Employee Happiness on Sales: Evidence from a Field Experiment” by L. Simon and N. Kupp, Journal of Marketing Research, 2017.
