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Employee
Appearance – Representing Your Company
By
Lori Osterberg
As
a business owner, you are representing your company at all times. So
are your employees! And employees often send the message louder and
clearer of who and what your company stands for because they are dealing
with your clients more than you are.
As
I was waiting for a plane last week, I witnessed an employee loading  packages
on to a plane. As they fell off the cart, he would kick them over and
over again, trying to get them in to the plane with his foot. What image
is this giving people who are watching him? I can tell you that as a
client of that airline, I was grateful I carried on my luggage!
So
how can you make sure that you and your employees give the appearance
of a strong and vibrant company? First, establish what your company’s
values are. Every company needs to establish its core beliefs, and then
build their entire business principle around that belief. Employee manuals
should be written in such a way as to provide the knowledge necessary
to define the core values of the company, and what is acceptable behavior
under all circumstances.
Consider
the following ideas when establishing and setting up your company’s
policies.
- How
do you want to appear to your client?
- Who
is your target client, and what do they expect?
- How
does your client dress? What stores do they frequent? What interests
do they have?
- How
do you want each client greeted? In person? On the phone?
- How
are problems and customer complaints handled?
- What
is acceptable behavior from your employees? Dress code?
- Provide
each employee with a copy of the policy manual. Go over each section
and provide follow up sessions as needed.
 Remember
that nothing is cast in stone, so continually make changes as needed.
When you discover areas that are unclear, create clarification. When
you discover areas that don’t exist, create them. And when you discover
areas that have too much control, don’t be afraid to loosen up, and
allow room for creativity.
Lori
Osterberg has been marketing online since 1995. Her
popular online newsletter is read weekly by small business
owners from around the world. To subscribe visit
http://www.VisionOfSuccess.com
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