“If we take care of our employees, they will take care of our customers” is a common phrase. In your experience, is it actually practiced or is it just a cliché on the wall? Discuss the implications of your answer.
Solution:
The above phrase holds true in today’s competitive world and is actually practiced, where the focus is on the customer. The phrase is very much applicable for the service-oriented companies, where employees play a huge role in the success of the company. It is believed that employee job satisfaction is directly related to customer satisfaction. The management should take decisions and develop measures to increase the motivation of its employees to serve their customers better. An employee can increase the service quality through five important dimensions, namely, discussed as below:

Reliability: The ability of the employees to deliver the promised service to the customer, in promised time and error free transactions, would increase the customer base and boost sales.
Assurance: The politeness, knowledge and courtesy of the employees towards customers, in dealing with the products sales and after-sales service, builds a huge amount of trust and confidence.
Tangibles: The personality and well-dressed attire of employees, attractive and simple facilities, that are easy to understand, attracts the customers’ base.
Empathy: Nowadays, customers demand caring and individual attention from the company’s employees, hence, personal attention provided to each customer helps in increasing the brand value and hence increase sales.
Responsiveness: The ability and willingness of the employees to solve the queries of the customers, is an important aspect of service quality, which the customer demands.

Texas Roadhouse uses money as a motivator for employees. In today’s economy, describe alternative methods that could be used to motivate their