...“If we take care of our employees, they will take care of our customers” is a common phrase. In your experience, is it actually practiced or is it just a cliché on the wall? Discuss the implications of your answer. Solution: The above phrase holds true in today’s competitive world and is actually practiced, where the focus is on the customer. The phrase is very much applicable for the service-oriented companies, where employees play a huge role in the success of the company. It is believed that employee job satisfaction is directly related to customer satisfaction. The management should take decisions and develop measures to increase the motivation of its employees to serve their customers better. An employee can increase the service quality through five important dimensions, namely, discussed as below: Reliability: The ability of the employees to deliver the promised service to the customer, in promised time and error free transactions, would increase the customer base and boost sales. Assurance: The politeness, knowledge and courtesy of the employees towards customers, in dealing with the products sales and after-sales service, builds a huge amount of trust and confidence. Tangibles: The personality and well-dressed attire of employees, attractive and simple facilities, that are easy to understand, attracts the customers’ base. Empathy: Nowadays, customers demand caring and individual attention from the company’s employees, hence, personal attention provided to each...
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...Texas Roadhouse founder Kent Taylor opened first restaurant in 1993 with a people first philosophy. “His focus on employee happiness was a departure from the conventional management wisdom at a time when competitors were focused solely on taking care of the guest. Claiming the status of legendary is a bold move for any organization. But being bold has never been a problem for Texas Roadhouse. For this $1.2 billion, 325-unit restaurant chain the words “Legendary Food. Legendary Service.” are less mission statement and more sincere commitment to employees, customers, and culture.” (OCTanner, n.d.) “If we take care of our employees, they will take care of our customers” is a common phrase. In your experience, is it actually practiced or is it just a cliché on the wall? Discuss the implications of your answer. “If we take care of our employees, they will take care of our customers” is not an overused expression or idea, but one that is spot-on, and will not go out of style. This may not be an original idea but it is significant in today’s business world. Employees are key stakeholders in an organization’s success and if the employees have an emotional commitment to an organization that means they are engaged and care about their work and organization. As support for this premise a recent Tempkin Employee Engagement Study showed, high employee engagement impacts the bottom line: • Companies with strong financial results report employees to be engaged 75% of the time — compared...
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...------------------------------------------------- Top of Form Case: Texas Roadhouse Won’t Scrimp on Making Employees Happy In: Business and Management Case: Texas Roadhouse Won’t Scrimp on Making Employees Happy “If we take care of our employees, they will take care of our customers” is a common phrase. In your experience, is it actually practiced or is it just a cliché on the wall? Discuss the implications of your answer. Solution: The above phrase holds true in today’s competitive world and is actually practiced, where the focus is on the customer. The phrase is very much applicable for the service-oriented companies, where employees play a huge role in the success of the company. It is believed that employee job satisfaction is directly related to customer satisfaction. The management should take decisions and develop measures to increase the motivation of its employees to serve their customers better. An employee can increase the service quality through five important dimensions, namely, discussed as below: Reliability: The ability of the employees to deliver the promised service to the customer, in promised time and error free transactions, would increase the customer base and boost sales. Assurance: The politeness, knowledge and courtesy of the employees towards customers, in dealing with the products sales and after-sales service, builds a huge amount of trust and confidence. Tangibles: The personality and well-dressed attire of employees, attractive and simple facilities, that are easy...
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...Texas Roadhouse Won’t Scrimp on Making Employees Happy Human Resource Management Foundation Strayed University HRM 500 Cliché on the Wall I believe the phrase “if we take care of our employees, they will take care of our customers” is just a cliché on the wall because most employers don’t take care of their employees in a way that employees would like them to show appreciation. Most employers don’t follow the phrase. Although most employers are aware of it, but may not believe it applies to the organizations. It is a rare situation for some people to have an opportunity to work for a company that treats employees exceptionally well. It would be helpful if employers would remain loyal to employees but it doesn’t always seem to work that way. Employee recognition is a vital part of any business or organization. If a customer is not seeing it done right in customer service, then chances are this may be he his or her last interaction with that particular company and they will have lost a customer without knowing why. I believe the phrase ““if we take care of our employees, they will take care of our customers” is just a cliché on the wall because most employers don’t take care of their employees in a way that employees would like them to show appreciation. Most employers don’t follow the phrase. Although most employers are aware of it, but may not believe it applies to the organizations. It is a rare situation for some people to have an opportunity to work for a company...
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...Week 8 Assignment 4: Case: Texas Roadhouse Won’t Scrimp on Making Employees Happy LaTeesha D. Mungin HRM 500 Dr. Bagwell Strayer University November 27, 2011 “If we take care of our employees, they will take care of our customers” is a common phrase. In your experience, is it actually practiced or is it just a cliché on the wall? I believe that it is just a cliché on the wall because most employers don’t take care of their employees in a way that employees would like them to show appreciation. Most employers don’t follow the phrase. Although most of them are aware of it, but may not believe it applies to the organizations. It is a rare situation for some people to have an opportunity to work for a company that treats employees exceptionally well. It would be helpful if employers would remain loyal to employees but it doesn’t always seem to work that way. It’s a strange relationship – employer and employee. Unfortunately, most do not know how to communicate either way. As a result, there are minor issues that may surface but never addressed and sometimes grow into major issues. The loyalty in the relationship doesn’t always seem to work both ways. Texas Roadhouse uses money as a motivator for employees. In today’s economy, describe alternative methods that could be used to motivate their employees. Since today’s economy is facing financial challenges, employers have an opportunity to motivate employees in other ways such as paid time off, gift cards...
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