employees are the make or break element of your business. Simply put, an employee can be the reason your customers come back, or stay away. Yet do your employees understand that basic concept? Have you made it clear to each employee that your business is their business?

    Do you, or they, understand that marketing your business is also a part of their job?

    Marketing means bring the customer in, bring the customer back. No one is more on the front-lines of this basic marketing concept than the employee. Not even the marketing department that creates and executes your marketing plan.

    Never should your answer be, "that's your problem, not ours"

    When you own a business, the people who represent that business are the people your customers are going to interact with, and respond to.

    In one quick motion, this bookstore lost our business because of one bad employee.

    Had that customer service representative said, "we are sorry that you've had a bad experience, I will let my supervisors know, and we'll get this fixed, please continue to trust us," we might have continued to use them.

    Yes, due to the situation, we continue to use their wi-fi service, but we now bring our own food and drinks, and all future books will be bought online.

    So, whose problem was it?

    Be the customer's answer

    Each and every member of your staff needs to understand that how they interact with the customer is the differnce between that customer coming back or not - and their having a job in the future or not.

    Whether or not we're in a bad economy, people have a choice, and while you may have more customers coming in, why give up the ones you've already earned?

    Your employees, be they housekeeping or front desk, bartender, mail room or custodian, all play a vital role in the health of the business. Each and everyone must understand and be held accountable for their role in marketing.

    Marketing is the message of "we're glad you are here. Please come again." And, mean it.

    Get the job done and get return business

    It's that simple. When a guest asks for something, and no matter why they ask gets the problem solved and job done, you earn the guests' respect and gratitude, and return business.

    Each and every employee must take ownership in the guests you have, and bringing them back.

    The best way to do that is to give the customer what they want. Be the answer. Never turn away a request. Even if it's not something your business can do, there has to be an answer given.

    And, never should the answer to a customer be, "that's your problem."


    guyuanshishengyichangshangjuzuqingzhongdeguanjianyinsu
，qianxiandishuo，guyuankeyidaozhikehudehuiguihuozheliushi。dannideguyuanshifouzhidaozhegejiandandedaoline？niyoumeiyouqingchumingledigaosuguyuangongsideyewujiushitamenfenneidezhize？ nihuonideguyuanshifoumingbaiyingxiaonidegongsitongyangshigongzuodeyibufenne

？suoweiyingxiao
，jiushiyaoyinjinxinkehu，xunhuilaokehu。meiyourenbiguyuanmengengkaojinjibenyingxiaoliniandezuiqianxianle
，shenzhichuangzaohezhixingyingxiaofangandeshichangyingxiaobumendouyaoganbaixiafeng。 

    不管別人問什麼，你絕不能回答說："這是你們的問題
，不關我們的事。" 當dang你ni擁yong有you一yi家jia公gong司si，那na些xie真zhen正zheng代dai表biao公gong司si的de則ze是shi與yu客ke戶hu聯lian係xi溝gou通tong的de雇gu員yuan。轉zhuan眼yan之zhi間jian，一yi個ge書shu店dian就jiu因yin為wei一yi個ge差cha勁jin的de雇gu員yuan，放fang棄qi了le和he你ni公gong司si的de合he作zuo。此ci時shi客ke服fu代dai表biao會hui挺ting身shen而er出chu說shuo，"我們很抱歉讓您有這樣不愉快的經曆，我會通知我的上級主管並且解決問題，請繼續相信我們。" 好吧，或許我們能夠繼續使用這個書店
，但在這種情況下，即便我們可以使用wi-fi無線上網，卻得自帶食物飲料，而所有到書隻能在網上訂購。 

    此時，這一切又成了誰到問題？ 回答客戶們的問題。 你的每一個雇員都必須明白，他們與客戶如何互動是客戶是否回頭的決定因素，也是他們會不會丟掉工作的指示燈。 

    不管經濟是不是萎靡不振，人人都有選擇各種服務餘地
，而當你有新客戶加入時，為什麼要放棄那些你已經贏得的客戶呢？ 你的雇員們，不管是清潔員、前台客服、酒保、收發員還是守衛，都在公司的健康運作中扮演重要的角色。每一個人都需要理解這一點
，並且在營銷中成為一個可靠的角色。 向顧客傳播這樣的信息："我們很高興您的光臨，歡迎您再次光臨。" 並且真心實意。 

    紮(zha)實(shi)完(wan)成(cheng)工(gong)作(zuo)，並(bing)且(qie)贏(ying)得(de)回(hui)頭(tou)客(ke)。這(zhe)很(hen)簡(jian)單(dan)。當(dang)客(ke)人(ren)詢(xun)問(wen)某(mou)事(shi)，不(bu)管(guan)他(ta)們(men)發(fa)問(wen)到(dao)原(yuan)因(yin)何(he)在(zai)
，解(jie)決(jue)問(wen)題(ti)完(wan)成(cheng)分(fen)內(nei)到(dao)工(gong)作(zuo)
，你(ni)就(jiu)贏(ying)得(de)到(dao)顧(gu)客(ke)的(de)尊(zun)敬(jing)和(he)感(gan)激(ji)，他(ta)們(men)必(bi)然(ran)會(hui)再(zai)次(ci)合(he)作(zuo)。 每(mei)一(yi)個(ge)雇(gu)員(yuan)都(dou)應(ying)當(dang)擁(yong)有(you)特(te)定(ding)的(de)客(ke)戶(hu)群(qun)，並(bing)且(qie)負(fu)責(ze)把(ba)他(ta)們(men)變(bian)成(cheng)回(hui)頭(tou)客(ke)。其(qi)最(zui)好(hao)的(de)方(fang)法(fa)就(jiu)是(shi)提(ti)供(gong)客(ke)戶(hu)所(suo)需(xu)，解(jie)答(da)疑(yi)問(wen)，從(cong)不(bu)避(bi)開(kai)顧(gu)客(ke)的(de)請(qing)求(qiu)。即(ji)使(shi)並(bing)不(bu)是(shi)你(ni)力(li)所(suo)能(neng)及(ji)，也(ye)要(yao)給(gei)顧(gu)客(ke)一(yi)個(ge)合(he)理(li)的(de)解(jie)答(da)。

    而且

，永遠不要和客戶說："這是你的問題。"