Attitude Impact on Customer and The Business - Teena Ogbugoh

TEENA OGBUGOH - BUSINESS PROCESSES & PEOPLE TALK WITH TEENA

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Introduction

Business owners, entrepreneurs, executives, managers and supervisors all have a responsibility to ensure an outstanding experience to customers and employees. The way you treat employees will in turn determine how they treat customers and your business. Every individual working in the organization has a responsibility to provide customers with impeccable customer service while using their authenticity to create interactions and a memorable moment.

The importance of attitude towards your customers and the colossal impact that a negative experience can have, both for you and the entire company cannot be ignored. Indifference and a negative attitude do not have a place in customer service. Hence, the importance of taking care of the attitude of employers, business owners and employees and all the small details attached to it.

Show Objectives – The Why
The show focus is to look at the attitude and behaviour of employers, business owners and employees in the workplace and how it impacts customers, service delivery, buying behaviour of customers and the business performance.

​Key Issues - Owner Perspective:

1. The attitude of the business owner affects the success or failure of the business.
2. Business owners’ attitude in the workplace impacts the organizational commitment.
3. Attitude and behaviour are a function of leadership.
4. Individual behaviour of employees can make or mar growth and organizational development.
5. Poor treatment of employees by employers and managers is passed on to customers.

What You Need to Know – The What

1. Business owners and managers should embrace a positive and right attitude in the workplace.
2. There should be respect for others at work.
3. Organizational commitment and job satisfaction influences how an employee behaves at work. 
4. Individual enthusiasm can promote workplace productivity.

What You Need to Do – The How

1. Develop a positive and winning attitude.
2. Treat people in the workplace with fairness 
3. Communicate clearly with employees, stakeholders and customers.
4. Incentivize frontline and customer service staff.
5. Use coaching intervention to correct behaviour misnomers.
6. Conduct survey and feedback with customers and employees.
7. Isolate problems for swift resolution.

 
Welcome to the world of entrepreneurship! Envision>>Empower>>Execute

• Previous: Episode 9 – Rewarding Business Performance – Having a good performance management system is important for organizational success and also to foster reward and punishment. It will separate performers from non-performers who may be hiding under the radar of performers.
• Next: Episode 11 – Leaders Equipping for Excellence – A true leader is one who reproduces leaders within the organization. Empowering people in the organization and Recognizing individual potentials for leadership role is a testament of a leader’s success.

Written by: Teena Ogbugoh
The Founder of Joan Lugards Consulting Services; Executive Director for The John Maxwell Team one of the leading and largest global leadership and personal growth organization in the world; and the convener of Growth Mindset Leader Hub, a mentoring leadership and mindset group.

Teena serves as committee chair of the Youth Development Directorate on the President Advisory of The John Maxwell Team.

Connect to learn more of what Teena does and how she can bring value to you, your team and your organization 
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