Devoted to Managers and those that seek to improve their management skills

One of the things we have to watch in our customer service strategy is its consistency. This is one of the reasons I love to use Wegmans stores and their service as an example to hold up.

Wegman's has been named to Fortune's list of the best 100 companies to work for every year since the list was started in 1998. And along with that everywhere you see them talked about, it is considered one of the best at customer service also. The two are directly connected.

Like Wegman's spokeswoman Jo Natale said "treating employees well involves extensive training and opportunities for them to advance. If we treat our employees well, they will in turn treat our customers well."

I like to include a lot of quotes here because she is speaking from experience, not theory. I also really am impressed with what she says treating their employees' well means. First look at what she doesn't say, she doesn't say patting them on the back, being their best buddy or doing everything to cater to what they want.

Now don't get me wrong, in their place and with checks and balances these have a place in the mixture, but it's not the main ingredient.

Wow, who would've thought that training would be considered a part of treating your employees well. I've know about Wegman's for a real long time, and know the preparation they give their employees before they even allow them to interact with customers. I've seen them hold off starting stores, beyond the expectation date because they didn't feel their employees had received the appropriate training that would prepare them to meet Wegman's high standards. That's taking things seriously concerning meaning what you say.

Included in importance is the tremendous opportunities that are offered to the employees by Wegmans. Again, one doesn't think of this as taking care of your employees. But when you think of it it really makes sense. Everyone coming to work there hears about the great training and opportunities available to those that desire to advance in the company. This creates a culture and atmosphere to enter into that is uplifting from the very beginning.

And according to Wegman's, this is the key to the end result of great customer service. Anybody reading this needs to take seriously what a company like Wegman's says and does.