According to a recent Gallup study, if your company is average, 20% of your employees who have contact with customers are doing more harm than good. And only one in ten actually works to help improve your company's performance and customer service. Pretty amazing, isn't it?

Here are some other facts you may not know.

FACT: There is a strong relationship between employee satisfaction and customer satisfaction.

FACT: It is impossible to satisfy your customers if your employees are not engaged and unhappy (engaged means motivated to do their best while working to improve customer service and performance).

FACT: Only 9% of employees are actually engaged in their work; 71% are disengaged (they show up and do their jobs, but little else); and 20% are actively disengaged (they are spreading discount and do their best to tear down the company)-Gallup Study.

FACT: Because more employees are not engaged, companies are NOT as profitable as they could be.

So here's what we know for sure:

Profit and company growth are primarily a result of customer satisfaction and loyalty.

Employees who are satisfied with their jobs provide higher levels of customer service, leading to greater customer satisfaction and loyalty.

Bottom line: Satisfied and engaged employees are more productive, innovative and loyal, which in turn leads to customer loyalty and retention. This means that employee satisfaction plays a strong role in creating profitability and organizational effectiveness!

The following are a few factors that create employee satisfaction.

• Good communication between manager and employee
• Making sure employees know what is expected to them
• Providing employees with adequate resources
• Recognizing and praising good performance
• Creating a customer-focused culture

By the way, companies with engaged and motivated workers are 200% more profitable than companies with low engagement.

So if you want to engage and motivate your workers to provide extraordinary customer service, be sure to attend our one day public seminar on June 2nd. You'll be glad you did, but your competition won't like it.