Take care of your team and they will take care of your patients


By Nancy Dewald,
Lead UP Training and Consulting


Why the focus on employee satisfaction and loyalty?

It should come as no surprise that there is a direct correlation between employee satisfaction and customer satisfaction.

Furthermore, happy employees are stable employees, contributing to an overall positive culture, profitability and less stress.

With all the demands on owners and leaders these days, you may ask “how can we add more to our already full plate?”

My question to you is, how can you not?

The good news: it is not as difficult as you may think. Read on to find out how.


  1. Communication
  • Engage with your employees. Consider this technique “management by walking around.” This activity allows you to connect with staff to gain valuable information by purposefully walking around and interacting with your team. (Reach out if you would like more information on this management technique).
  • Over-communicate, so everyone feels involved. When you think you have shared the information enough, share it one more time, use various methods to reach all types of learners. For example, send the information using your communication platform then reinforce at a meeting and check-in as you talk one on one.
  • Take honest interest in the talents your employees bring to the table. You hired talented people, involve them. They often have better ideas than you will ever have. When they are heard and are contributing, they feel a sense of belonging.
  • Share goals so they know how they are doing, acknowledge when they are exceeding goals and help when they are not.

Storytime: My son Carson recently was offered a job in a similar line of work with more pay. Carson is very motivated by money, so I was surprised when he turned the offer down.

I inquired why he chose to stay, and this is how the conversation went.

Carson: I feel appreciated at my job.

Nancy: How do they make you feel appreciated?

Carson: We have goals and when I am exceeding them, they always acknowledge it.

Nancy: What else?

Carson: They do extra things like the steak BBQ or Tim’s gift card when we achieve our safety record. It’s cool cause I feel the bosses care. Jared (boss) comes out to the warehouse checks how things are going and chats with us.

This is proof that the simplest of behaviors can be effective, in this case to retain a good employee.


2. Be transparent

  • Be honest about the state of the business. They will better appreciate your struggles as an owner.
  • Share your plans for the organization and where it is going. This makes them feel trusted.
  • Be sure they feel good about the value you offer customers. Do they understand overhead costs?

Storytime: I was out shopping for some special earrings for my niece. The salesperson, Beth, was very pleasant. I inquired about the earnings on the wish list. Beth knew what I was referring to and had to get them out of the drawer. She informed me to wait for two weeks as they would be going on sale for 50% off. She felt they were too expensive. That is why she had them put away. Well lucky for me, not so lucky for that business owner I would have been happy to pay asking price for the gift.


3. Do what you say you are going to do

  • The only thing tougher than gaining trust initially is gaining it back if you lose it. Keep your word. If you cannot keep it let them know and tell them what you plan to do.
  • Have their back. Do not allow customers to abuse your staff in any way…end of story!


I hope this article illustrated it can be simple and worthwhile to do the little things.

When employees feel valued and appreciated, they will take care of your customers, go the extra mile and protect your business.

You got this.


Lead UP Training and Consulting are visual merchandising experts. Reach out for a complimentary consultation or to hear more about our services.