Toolkit for success: Employee feedback

Employees are in your business's front line. They offer great knowledge of what makes customers happy or dissatisfied. They can also be the source of the happiness or dissatisfaction.

So talk to them about it.

Meet regularly
A good business practice is to hold periodic meetings with staff members to discuss customer relations. The workers are the first to hear the complaints and compliments -- and the passing remarks not intended for public airing.

Another reason for periodic staff meetings is to gauge the employees' level of satisfaction. Be a good listener. Encourage their speaking out about things that bother them.

Pay close attention to the level of team spirit among your staff. Team effort not only encourages overall productivity, it also provides the stage for identifying malcontents. They are the ones who will stand out in the team environment.

Written feedback
The old-fashioned suggestion box -- with an appropriate reward offered -- is a way to get your employees examining your business for ways to make it better.