News & Events | Pollock Orora
Due to the unprecedented circumstances surrounding the Coronavirus Disease (COVID-19) crisis, some products supplied by Pollock Orora may not be cancelled or returned. These high-demand products include, but are not limited to, the following: gloves, sanitizers, disinfectant chemicals and wipes. Products ordered now are considered firm commitments to purchase and are considered non-cancellable and non-returnable. Orders cannot be cancelled and the product ordered cannot be returned for any reason other than a manufacturing defect. We will make every attempt to meet your requested needs, both during this crisis and for many years in the future. We appreciate your understanding as we all work to get through these challenging times.

Customer Service: 4 Pros and Cons of Chatbots

You’re starting to run into them more and more in e-commerce: chatbots.

Those little bubbles that pop up in the lower right-hand corner of your screen.

And they’re becoming automated, just like phone systems. Just type this or that in, and you’ll get a list of links and suggestions that hopefully will fix your problem.

But, should you even use chatbots in the first place?

Well, take a look at some of the pros and cons so you can evaluate chatbots for your own purposes:

1. Pro: They Help You Reduce Labor and Scale Customer Service As You Grow

Chatbots are available 24/7. When your customers type in certain keywords, they can direct your customers to an answer with no interaction with human customer service reps at all.

They don’t need a break. Their service quality never declines. They always do exactly as they’re designed.

They save you a lot of money that you’d otherwise have to spend on personnel.

2. Con: They’re Not Great at Handling Complex Complaints

Yes. Chatbots can handle simple return issues. For example, your customer was delivered a broken or defective item. Yeah, a chatbot can help them return for a refund or replacement.

But for more complex and highly emotionally charged complaints, human reps offer the best touch.

Maybe you set up your chatbot to handle the simplistic return issues and then refer your customers to your human team when matters become more complex.

Chatbots shouldn’t cause any degradation in the quality of your customer service.

3. Pro: Chatbots Handle Boring, Repetitive Tasks Well

Humans get tired and worn down. They have stressors in their own lives that change their emotional state. So they can make mistakes with routine customer service tasks.

Not so a chatbot.

It does the same work with the same quality every single time. So, it won’t botch a simple customer service issue by having an annoyed or rude attitude. Ever.

4. Don’t Use Chatbots If You Think They’re Not a Good Fit

Chatbots don’t necessarily make sense for every company. Your customers may not be the type who want to interact with a chatbot. They may prefer the human touch.

For example, if you have older customers, they’d probably rather have a human helping them out.

Other industries make customers feel more comfortable when they use human reps. For example, customers would much rather talk to a human about private personal matters such as their finances or health.

Yes. Chatbots can be a great addition to your customer service team. But they’re not a magic pill solution. They need to be used in the right context.

And now you have more clarity as to when chatbots can be a good fit.

How to Protect Your Employees in an Overflowing Warehouse

Did you think that warehouses were struggling to keep up with online shopping demand before COVID broke out last year?

Whatever growth projections were made at the time have been shattered by now.

Backrooms overflow with product. Demand explodes at literally any moment.

How do you keep your employees safe in a physically demanding, and increasingly dangerous, job?

OSHA provides a set of 10 standards they expect you to follow. Let’s cover some of the most important aspects together:

1. Constant Monitoring of PPE Use

Personal protective equipment use falls partially on you the employer. You need to provide PPE, train employees on how to use it, and do the necessary maintenance.

But your employees have responsibilities too. They have to wear PPE correctly, attend training sessions, follow through on what they learned, properly care for their PPE, and inform your supervisors when it needs replacement.

2. Use the Correct Safety Signage

OSHA has quite the exacting standards when it comes to safety signage. Basically, you need signs that cover these areas:

  • Notice
  • General safety
  • Admittance
  • Fire safety
  • Non-hazard

OSHA’s standards describe exactly what signs you need, where to put those signs, and what they must look like.

For example, caution signs don’t need to be as obvious as danger signs because the risk of injury they notify you of isn’t as great. However, they still need to be clearly marked because they can help your employees avoid injuries.

Here’s a link to OSHA’s precise safety sign standards.

3. Offer Ongoing Safety Training

Warehouse workers with consistent training on the latest safety measures will obviously have the lowest risk of injury.

But actually executing a safety training program is its own animal.

Start with comprehensive safety training that applies to all warehouse workers. But also zone in on precise safety training for specific roles at your warehouse.

Employees also need to have training in their primary language. Your warehouse team is probably made of people from several different ethnicities. For them to be safe and effective workers, they need safety training in their primary language, even if they speak English well enough as a secondary language.

You also should have your own regularly scheduled safety meetings. And finally you should develop your own safety checklists and standard operating procedures so you cover every last detail.

Ultimately, you can’t completely eliminate all injuries at your warehouse. People make mistakes and unfortunate situations happen.

But you can certainly minimize the risk. And you can avoid the most serious injuries. Safety is an investment well worth the effort!

How to Stay Healthy and Productive in Winter During COVID-19

Before COVID-19, it was hard enough to stay healthy. Now, with that additional barrier, it’s more difficult than ever before.

But it’s not impossible, even if you’re working from home all day. So keep yourself safe and healthy with these simple strategies:

1. Get Your Flu Shot

Yep. The flu is still a risk, in addition to coronavirus.

If you have to come into contact with others frequently for whatever reason, getting your flu shot should be high on your list of things to do.

Not only will you protect your own health and that of your family. But, you’ll reduce any additional potential burden on the medical system, which could already be overwhelmed with coronavirus cases.

You should also strongly consider the flu shot if you suffer from chronic health conditions.

2. Take Your Vitamins

Yes. Dr. Mom is right on this one. Make sure you get your Vitamin C and Vitamin D, both of which strengthen your immune system.

You don’t need any extravagant or expensive vitamins here. All you need is a daily multivitamin that you can get at your local grocery store or online.

Otherwise, to get the nutrients you need, make sure you eat your veggies, and you should be in good shape.

3. A Little-Known, But Proven, Way to Increase Your Productivity

This may sound a bit odd at first. But, multiple studies from reputable organizations, including NASA, have shown that having green plants around your house increases your productivity.

Why?

First, seeing greenery helps you feel more relaxed and calm. This improves your mood. And of course, when you feel happier, you do more and better work.

A NASA study found green plants can remove up to 87% of air toxins within 24 hours. Your brain notices and rewards you with higher concentration.

And, some green plants, such as succulents, also release more oxygen at night, which improves your sleep quality.

4. Feel Your Feelings, Even If They’re Negative

COVID puts a ton of additional stress on you. You may be stuck completely at home. You may be worn down from constantly having to analyze how risky the simplest social interaction with someone else might be.

It’s frustrating, annoying, and stressful.

Clinical Psychologist Megan McMurray highly recommends feeling, accepting, and allowing those more difficult emotions. Much of society gives you the message that you should only feel positive emotions and try to stuff or avoid the unpleasant ones.

But that’s a recipe for more emotional pain and stress.

Simply take a deep breath, relax, and spend a few minutes each day acknowledging the feelings you have, whether they’re positive, unpleasant, or neutral.

It’s not easy making it through COVID-19 during winter. But it can be done. And hopefully, by the end of the year, society will have made some big strides toward going back to normal again.

Organized Retail Crime Costs Retailers $720k Per $1 Billion in Sales

Imagine that! $720,000 out of every $1 billion in retail sales goes completely to waste because of criminal behavior.

The National Retail Federation recently released a report citing this data. And even though on a percentage basis that $720,000 is just a small amount of every $1 billion in sales, the number continues to grow. In 2019, the cost to retailers was about $703,000 per $1 billion in sales.

6 in 10 retailers from the NRF’s report agree that the government should create law specifically regarding organized retail crime.

But you know how fast things like that go!

In the meantime, let’s talk about two of the top sources of retail crime and what you can do to stop them dead in their tracks:

1. Shoplifting

The thousands-years-old tactic of simply slipping something in your pocket and hoping you don’t get caught continues to be one of the biggest threats to retail stores.

Note that we’re not talking about a rebellious teenager on a one-time adrenaline rush or brief spree during a short-lived stage in life.

We’re talking more about professional shoplifters who steal hundreds of dollars of product and know how to thwart your loss prevention team’s best efforts.

This threat will rise in 2021 as society slowly works its way back to normal.

Fortunately, there’s quite a bit you can do. Start by increasing your monitoring during the busiest times at your store, which is when most shoplifters aim to strike.

And next, forget about your preconceptions as to who shoplifts. One University of Florida study found gainfully employed middle-aged men were most likely to steal.

You can do so much more, so check out this post of additional shoplifting prevention strategies.

2. Self-Checkout Theft

Retail thieves like to use self-checkout to steal your inventory because they perceive it’s easier to get away with.

Many rationalize that even if they got caught, they could say they made a mistake and missed a couple items or that they accidentally used the self-checkout incorrectly.

And retail thieves are actually correct in thinking that employees give less attention to the self-checkout lanes.

Finally, retail thieves also say a lack of consequences for their actions makes it easier to target certain stores.

So, spend more time monitoring your self-checkout lanes and do everything you can to make the consequences stick!

There’s so much more to retail crime…we didn’t even get into cyber crime! But, it’s well worth your time to rehash your loss prevention strategies and plug any gaps.

You will be rewarded with more cash for your efforts!

3 Work-From-Home Winter Wellness Mistakes to Avoid

You never thought you’d have to figure out how to live life all over again as an adult, did you?

If nothing else, life does a great job of delivering the unexpected.

But, human ingenuity and innovation make us extremely adaptable to even the most unusual of circumstances. For example, people have learned how to live all over the world in climates that vary wildly.

So, working from home because of the coronavirus is doable. But, what mistakes could you make? And what should you do instead?

Here are 3 mistakes to avoid so you can optimize your personal wellness this winter as you work from home:

1. Not Setting Clear Boundaries with Your Family

You love your family so much. And it’s nice to be around them a little more. But, you have responsibilities you need to do for work too.

At your workplace, you take breaks. You can do the same at home also. So if someone in your family needs something or wants to be with you, make sure you let them know you can do that on your break.

It’s hard to be home in some ways, but not really be home in others. However, you have to find the balance and set the boundaries so work and your family’s needs get met.

Perhaps sit down with your family and have a discussion, if needed. Other people tend to buy in more to new ways of doing things when you include their opinion.

2. Not Having a Set Schedule

If you’re salaried, you still need to create your own schedule. For example, don’t make yourself available at 10 PM if you never did when you worked in the office.

Not having a set schedule actually makes you less productive. You may end up working more hours than normal. But then, you’ll be less productive during those hours because you’re working too long and on inconsequential tasks.

If you don’t schedule breaks, you’ll tire yourself out over the long run. An 8-10 hour day 3-6 months from now will result in much less productivity.

3. Doing Too Many Things at Once

The human mind was designed to focus on just one thing at a time. While you may think you can multitask and do your work, the laundry, and talk to your spouse or kids all at once, you actually can’t.

What’s really happening is that you’re quickly switching among all the tasks you’re doing.

You make more mistakes. And sometimes big ones. People believe they can do more than one thing at once, and that’s the problem.

Just read this study and article by National Public Radio for proof.

Avoiding all these mistakes means you have a healthier mind and body. You do better quality work. Your stress levels stay in check. And you get along with your family better.

Balance is hard. And you have to work at it. But you can do it and be at your best every day of the week.

How to Motivate Your Customer Service Team

If anyone’s in need of building up, it’s your customer service team, right?

They have to listen to irritated, raging, and sometimes insane customers all day long. No matter who you are, you can’t tune it all out completely. It wears you down.

So, as a wise retailer, you know it’s important to do everything in your power to keep your customer service team positive and up-beat.

What are the most important things you can do?

Find out what will mean most to your reps so they give you and your customers legendary service that increases your market share:

1. Appreciate Your Team

This is by far the number one thing every customer service rep wants. Number two doesn’t even come close.

If you do anything during the day, let your customer service reps know exactly how much you appreciate their work and what they’re doing well.

This comes from a Glassdoor survey of more than 2,000 customer service pros.

The other two leading responses, a demanding boss and fear of losing their job, were less than half as motivating for reps.

The more gratitude you can offer, the better.

2. Coach In the Moment

Don’t wait for an annual performance review to offer your employees feedback. In fact, that’s about the least motivating thing you can do for your customer service team.

You’ll get the best response out of your customer service team by coaching them as close to the interaction as possible.

This includes coaching when your employees do awesome work, and when they make mistakes.

And the source for this? Forbes

3. When to Use Sanctions and Threats

Basically, you want to avoid these as much as possible. They do very little to motivate.

If you understand basic human psychology, people are wired much more strongly to act in order to gain a positive stimulus than they are to avoid a negative one.

However, sanctions and threats can work with employees who have extremely negative attitudes.

If they could care less about their jobs and coworkers, delivering them a boot in the rear end may be just the thing to do.

You might even see that they drag everyone and everything at your office down so much that you just decide to let them go and be a problem somewhere else!

4. Have Conversations and Listen

You listen to your customers’ needs…so why not your employees too?

Don’t just sit down and listen to what they say would improve their morale. Watch their actions and listen to those too.

See how they actually behave when you implement changes around your office.

Motivating your customer service team to do their best actually isn’t that difficult. So, that makes it a wise investment with a high ROI.

COVID-19 Product Spotlight: PC868 Infrared Forehead Thermometer

It’s hard to manage the constant changes COVID-19 brings to your workplace. It’s also unclear when COVID-19 vaccinations will hit the market en masse and help get the pandemic under control.

And, experts think we will likely have a spike in COVID cases due to the holiday travel that took place.

So, you never know when COVID could break out and wreak havoc at your workplace.

In addition to the measures you already have in place for protecting your staff, you might also use the PC868 infrared forehead thermometer from Pollock Orora.

And here’s why you might use it:

1. Fast No-Contact Scans

You can get an accurate reading in just a single second that identifies a CDC-defined fever of at least 100.4º F or 38º C.

And then the thermometer is ready to scan again immediately. So, testing for fevers is not a problem and won’t disrupt your organization’s productivity.

2. Highly Accurate

A superior microchip and highly sensitive sensor ensure an accurate reading the first time. No need to worry about making mistakes and letting COVID loose in your workplace.

Get the right temperature and make the correct decision in just one second.

3. Easy to Read

The PC868 has an HD LCD screen. It’s clear and bright. The color of the backlighting also changes to orange to indicate a “slight fever” or to red to indicate a “high fever.”

You won’t make mistakes when reading the temperature.

4. Won’t Transmit COVID-19

Since it never comes into contact with another person’s body, the PC868 has absolutely no risk of spreading COVID-19. There is no need for multiple separate thermometers and you won’t have to label thermometers for use on certain parts of the body.

5. No Additional Stress

Since it’s non-invasive and a simple point-and-press, the PC868 doesn’t cause any additional stress to the tested person. And your staff doesn’t have to worry about using the thermometer correctly or incorrectly.

Wherever you need to scan people’s foreheads for potential COVID-19-caused fevers, you’re in good hands with the Pollock’s PC868.

You can be sure you’ll catch fevers if present and prevent the spread of COVID-19.

COVID-19 Product Spotlight: Victory’s Cordless Electrostatic Backpack Sprayer

Your workplace has a massive amount of square footage that somehow needs to be disinfected to help reduce the spread of COVID-19.

How do you ensure that the correct amount of disinfectant gets applied to the thousands of square feet of surfaces at your building so that you reduce the chances of having an outbreak of COVID-19?

Well, that’s where Victory’s Cordless Electrostatic Backpack Sprayer comes in.

You can apply disinfectant faster, consistently even, and with less labor.

How It Works

Believe it or not, electrostatic spraying technology has been around for more than 60 years in other industries. Since general society hasn’t had an urgent need for precision application of disinfectant, electrostatic spraying hasn’t become the standard in the general disinfection of buildings and workplaces.

But with the break out of COVID-19, we’ve had to innovate.

Electrostatic spraying simply charges liquids as they pass through a nozzle. Because the liquid has a charge when sprayed, it actively seeks out surfaces, sticks to them, and even wraps around to coat all sides. This also means hard-to-reach corners and undersides of surfaces get disinfectant when manual cleaning might miss those areas entirely.

So, that means you get a much more consistent application, and much lower likelihood of COVID-19 spreading around your buildings.

Traditional trigger sprayers can also cause liquid pooling. That doesn’t happen with electrostatic sprayers.

What’s So Special about Victory’s Cordless Backpack Sprayer?

Well, it covers around 23,000 square feet on a single tank of 2.25 gallons of disinfectant. Since it’s cordless and operates on a battery which lasts 4 hours on a single charge, that means your team can get a lot done with ease. And for you, that means time and money saved.

Double-charge technology means the product to be applied gets charged when it enters the tank and again as it is sprayed. As you might guess, that means the maximum amount of disinfectant possible sticks to surfaces around your building, which minimizes the likelihood COVID-19 catches on and spreads around.

An adjustable 3-in-1 nozzle allows for easy application in surfaces, corners, and undersides so you don’t miss any spots.

Not only does it allow for easy, consistent application and high employee productivity, but Victory’s electrostatic backpack sprayer is comfortable for your crew to wear. The carrying straps are comfortable. A handle allows the backpack to be carried when needed. And the spraying handle is ergonomically designed for comfort too.

So, your crew won’t feel the need to take off the backpack or use it in ways not intended, which could jeopardize the effectiveness of their work.

If you hear us recommend Victory’s electrostatic backpack sprayers, you should jump out of your seat for joy. They will rock the job and help you keep everyone who needs to enter your building safe.

COVID-19 Product Spotlight: Rubbermaid Hand Sanitizer Gel

The famous and beloved Rubbermaid now enters the market with hand sanitizer gel designed specifically to take care of 99.9% of germs.

And if you’re curious about its effectiveness, the hand sanitizer gel contains more than 60% (actually 62.5%) ethanol per the CDC’s recommendations.

The CDC recommends hand sanitizers with 60-95% ethanol in healthcare settings during the COVID-19 pandemic. Alcohol-based hand sanitizers have been found to be more effective than soap and water. And they don’t require a stop at a sink or bathroom, either.

Plus, alcohol-based hand sanitizers are also less irritating to your hands.

Rubbermaid’s hand sanitizer gel kills 99.9% of germs on contact. And all you have have to do is rub it in and let it dry. No washing or rinsing is needed.

Aloe and vitamin E are included for their skin-healing properties. That means you can use it many times per day and not experience any dryness or irritation on your skin. That encourages regular use.

Rubbermaid’s hand sanitizer gel is also dye and fragrance-free.

And finally, it comes in pump bottles, which ensures no mess and makes distribution easy.

Make Sure to Instruct Your Team on the Right Way to Use Hand Sanitizer

By far, the biggest problem with hand sanitation always involves the application of the product.

Most people just do a quick rub that lasts a few seconds. Well, that doesn’t necessarily distribute the product evenly enough to be effective. And so, even with the right hand sanitizer, you could still have significant risk of spreading COVID-19 anyway.

So, here’s how you should do it, per CDC guidelines:

  1. Take a generous amount of hand sanitizer – enough to cover all surfaces of your hands
  2. Rub it in until dry, which should take about 20 seconds
  3. Do not rinse or wipe off the hand sanitizer before it dries!

It’s pretty simple. And the above 3 steps are all there is to it.

But you have to make sure your team does it. Maybe place a sign right next to any hand sanitizing stations you have.

In our opinion, Rubbermaid makes awesomely effective hand sanitizer. And we’ll happily recommend it to you when it makes sense.

3 Customer Service Nightmare Stories to Learn From

For consumers, “customer service” typically carries visions of long hold times, reps who don’t care, being transferred around like crazy, and endless frustration, anxiety, and stress.

Many companies do not value customer service. And truthfully, that’s a big mistake because it only hurts their bottom line.

Below are a few examples of horrid customer service. We’ll keep the names of the companies private.

Think of this not as an opportunity to revel in the shortcomings of other businesses, but rather as time to learn from their mistakes so you don’t repeat them yourself:

1. The Bookstore Clerk Who Didn’t Care

One day, a customer came to a bookstore, looking for a children’s book. They didn’t know where to find it, so they immediately found a store clerk.

“It’s behind you,” the clerk mumbled as they pointed in the right direction. “She didn’t even try to find the book on her own,” the clerk said to another coworker within earshot of the customer.

As you might guess, the customer walked out of the store and bought the book somewhere else.

Give customers the benefit of the doubt. Sometimes, they’ve just had a long day, or they appreciate someone else’s help. It’s not that they’re being lazy.

You have customer service reps. Their job is to gladly help your customers.

If they find it hard to do so, maybe it’s time for them to work somewhere else.

2. A Really Big Company with Normally Outstanding Service Does the Wrong Thing

One woman bought three packages of toilet paper for about $90.

The problem was the company incorrectly charged her shipping costs of $7,000!

Sounds like a pretty easy problem to fix, right?

She contacted customer service and even wrote a letter to the CEO.

…And still no fix!

The company contended that the package was delivered on-time and in good condition.

Finally, the woman took the problem to a local TV station. And nearly three months later, she was reimbursed.

Don’t let an obvious blunder damage your reputation this badly!

3. Listen, Don’t Squelch

When you make a mistake, you’re better off just fixing it. But some companies instead try to suppress the problem.

For example, one hotel decided they would charge a $500 fine for any negative online review if you had booked them for any type of event.

Of course, consumers threw a fit all over social media.

And only when the situation looked like it was really blowing up did the hotel bother to do anything.

They offered excuses about their actions being a “joke.”

Customers did not see the humor in it.

You’re much better off listening and fixing customer problems in the first place.

Much better to learn from others’ mistakes than it is to make them yourself and have to clean them up, isn’t it?

Take these to heart. Every good thing you do for your customers comes back to you in the form of greater business growth.

3 New Customer Service Mistakes to Avoid

With all the new apps and software out there, every aspect of business changes faster than ever before.

The very nature of the internet, which allows small companies to laser-target tight niches, creates a fertile ground for innovation unlike any other seen in history before.

It truly is the greatest time to be an entrepreneur.

If you’re in customer service, maybe you can’t be your own entrepreneur. But, you can certainly innovate within the current market.

So, what are some potential areas in customer service that have the opportunity for innovation?

Take a look at these common customer service mistakes to stimulate your thinking:

1. Automating Everything…and Removing Personal Relationships Entirely

Just because you can completely automate your customer service doesn’t mean you should.

Sure, you can quickly score some apparent cost savings. You don’t have to employ as many customer service reps as you did before.

But, what are the long-term ramifications of that?

Do your customers get frustrated because they can’t call and talk to someone who can solve their problem?

Could you steal market share from your competitors by being the one company who listens, cares, and actually solves customer problems?

So…give your customers the option to talk to a rep or use automated customer service. And when they choose the rep, make sure your reps have the ability to make decisions that keep your customers so happy they can’t help but tell everyone about your amazing service!

2. Ditch the Scripts

When was the last customer service experience you had with a rep who simply yammered off everything from a script as fast as they could?

How did that make you feel?

And how likely are you to keep using that company or recommend their products and services to others?

You can’t get rid of scripts entirely. You may have to make sure certain things get said in certain ways to stay in compliance with the law.

But where possible, let your reps simply be people talking to other people, doing their best to help them solve their problem.

Yes. It takes time and effort. But it pays off so much in an on-the-go world where everyone else just wants to ram you through a digital process as fast as possible.

3. Failing to Transform Customer Service Into a Sales Opportunity

No customer wants to buy when they’re upset. But, solve their problem and make them happy, and that’s a ripe bed for making an additional sale.

For example, to say you’re sorry, offer your customer a 10-20% discount on an accessory of their choice.

And maybe you give them a coupon that gives both your customer and a friend or family member a discount too.

The instant you make someone happy is a great time to ask for an additional sale.

And since so many companies today could care less about customer service, it could be a great secret weapon in your arsenal that goes undetected by your competitors for years!

Failing to nail customer service is the achilles heel of many companies, including some of the world’s largest.

Learn how to capitalize on their mistakes, and watch your own market share grow while theirs shrinks…and they have no idea why!

New Research Show Exactly How Happy Workers and Customers Accelerate Growth

You’ve heard us talk about it for some time: the happier your customer service team, and the happier your customers, the more growth your company experiences.

You can certainly seem to come up with exceptions. You probably have experience with your own consumer companies who don’t give even a hint of caring about you, but somehow continue to do just fine.

Usually, those companies exist in markets with low competition. And so they just toss customers back-and-forth with their competitors.

But what would happen if one of those companies transformed their customer service into one that actually did its job well?

You can only wonder.

You can’t do anything about other companies. But you can make your own customer service awesome and turbocharge your revenue as a result.

Take a look at compelling evidence from Forbes Insights that sheds light on making customer service work for your company and customers:

1. 72% of Execs Agree Happy Employees Make Customers Happy, Leading to Rapid Growth

Executives also put their money where their mouth is. 76% of companies studied are prioritizing employee happiness over the next three years. However, just 29% of the companies lagging behind are making it a priority.

Leaders know what drives the growth of their company. And if they don’t, they won’t be in their leadership positions for long.

So you can trust their focus on making both customer service reps and customers happy.

2. Revenue Growth Alone Does Not Motivate Your Customer Service Reps

Growing your bottom line is good and motivating. However, it’s really abstract and far away from any kind of personal benefit for your customer service team.

Thinking about it logically, this makes sense. Imagine that your customer service team works in a stressful environment they really don’t enjoy. It’s a chore to come to work every day.

But, they hear how much your company has been growing lately.

Well, that’s great! But what good does that do them personally if they have to come into a job they really don’t like all that much every day?

So revenue growth is good. But you need to work to create a culture your customer service team truly enjoys and benefits from at a personal level to keep them motivated.

3. Employee Experience and Customer Experience Decision Makers Need to Align Their Priorities

By far, the biggest barrier to making employees and customers happy is that the decision makers in both areas aren’t on the same page.

Executives agree that happy employees will help you make your customers happy.

But figuring out how to go about that is the problem.

Leaders in both areas must meet, resolve any issues, and unify around shared principles and objectives to improve employee and customer happiness.

4. COVID-19 Is Creating Even More Pressure to Keep Employees and Customers Happy

Consumers are spending less. The economy, while still in decent shape, isn’t exactly what it used to be pre-coronavirus.

So, you have reduced demand with the same level of competition.

How do you stand out and win more market share?

Keeping customers happier than the competition so they keep coming back. So if customer experience has ever been a priority for you, it should be even more so now.

Yes. Having top-notch customer service makes good sense for your business. What can you do today to improve yours and beat out your competition?