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Sunday, December 9, 2007

Are Your Employees Brand Ambassadors?

When was the last time you "tested" your employees about their knowledge of your product or service? You might be surprised to learn that your employees do not know as much as you think they do or would want them to.

I have a client who tests her employees regularly by asking them questions about the services she provides. She owns a medical spa and she knows it is important that they know details about the services she provides. On one occassion, she found that that two of her six employees couldn't provide basic information about the medical procedures performed at her spa. Those employees were staff for more than three months. She immediatlely started to look for new employees.

You might find my client's actions drastic, but she knows how important it is for her employees to be brand ambassadors. Let's face it, employees are the main point of contact with your customers and clients. They must be able to offer the same level of knowledge of an owner or manager.

Small business owners should regularly "quiz" employees on their knowledge of the products or services offered by your business. You can informally ask them questions during departmental meetings, perhaps give "prizes" to those who know the most. Make knowing the most about your company a competition.

Employees as brand ambassadors can increase the level of customer service and increase sales. Make sure your employees are well-versed in whatever services or products you offer.

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