The relationship between functional areas in a business and customer relations is quite complex and goes far beyond simple comparison. I have seen many managers and leaders to discuss the relationship between functional areas in a business and customer relations, but very few of them are able to draw a clear distinction between the two. Most of the time, what they say has more to do with leadership or vision than with implementing the right processes or improving customer service. In order to understand the importance of the relationship between functional areas in a business and customer relations, you must first understand the importance of functional spaces. They are important for all businesses, regardless of size or industry, and they play an important role in customer relations.
A business consists of spaces. Even a small retail store is filled with spaces. In fact, most of the time, even the largest business would be considered a space business. Businesses occupy space for a reason. It’s because a business owner believes in the value of the space and the fact that it is an important part of his business.
The relationship between these spaces in a business and customer service begins with the way customers perceive a company.
Spaces such as warehouses, stores, and office buildings all contain spaces for storage, utility services, and other non-business related tasks. These spaces are designed to provide a comfortable work environment for the employer, but they are also designed to make it easy for customers to access the products and services that an employer provides. This is why employee parking lots and loading docks are so important to an employer. If the entrances to these spaces are confusing and poorly lit, the perception from customers will be that the employer does not take care of its responsibilities.
The relationship between functional spaces in a business and customer service begins with the building of a company culture.
A business owner knows that one of the most important aspects of the ability to attract new customers is providing an inviting environment. It makes customers feel as though they are welcome to enter an area where they can park their car, leave their bags, pay for their items, take a rest or retrieve their belongings, and walk away feeling respected. It is the responsibility of management to create an environment that welcomes customers, gives them access to the products and services offered by the business, and allows them to feel as though they are a valued part of a company.
Many companies make the mistake of thinking that providing an environment where customers feel valued and wanted is enough to draw customers in and create a profit. There needs to be more to the equation. Providing customers with a work space that is clean, organized, and has the essentials to allow them to function comfortably while working is far more important than just putting up a table where they can pay for the goods and leave. In order to keep customers happy and coming back to the business more often, the manager or the business owner needs to think about how the equipment provided in the work space affects the way customers work.
The relationship between functional areas in a business and customer service is a two-way street.
While the hardware in a given location may not have any affect on how a customer feels about the service provided, it is the attitude that a customer displays while working that is the key to creating a happy customer base. Therefore, it is important to provide employees with the proper training and tools to aid in the customer’s experience. This includes the placement of equipment around the work space, training that go beyond simple courtesy, and providing tools for the employees use that will increase their productivity. Allowing customers to work without having to worry about how they will get the job done or the reception of the work place is the best way to guarantee success.