Cover story, continued ...
D.C., and Tokyo engaged in negotiations, but neither were willing to budge.
where the USS Utah sank. In later years, the ship was added to the national register of historic places and was declared a national historic landmark.
who survived the attack and those who did not. Remember those who lost their lives on that day and throughout WWII and the other brave soldiers who fought to keep the freedoms we have today.
Japanese forces planned their attack on the United States for several months before putting their devastating plans into action. Their goal was to destroy the United States Pacific Fleet in order to remove any opposition to their takeover of the South Pacific. While their attack was incredibly damaging, it didn’t incapacitate the fleet. Pearl Harbor’s aircraft carriers were away when the attack took place and were considered the most important aspect of a naval fleet at that time. The Japanese also failed to destroy the U.S. Navy’s oil storage depots, repair shops, and submarine and shipyard docks, allowing the navy to recuperate quickly from the attack. There are many memorials to remind U.S. citizens of that day. A marble memorial was built over the fallen USS Arizona, dedicated to all military persons who were killed in the attack. Another monument was built on the northwest shore of Ford Island, close to
Dec. 7 serves as National Pearl Harbor Remembrance Day. It honors individuals
THE CHICKEN OR THE EGG? Why Nurturing Employees and Customers Is the Key to Retention
Who comes first: employees or customers?When posed this classic business question, Southwest Airlines co-founder Herb Kelleher had an easy answer: employees.“If employees are treated right, they treat the outside world right,”Kelleher explained. As Kelleher knows well, employee- customer relations are a cycle—one that fuels recurring business. Engaged employees deliver service that converts to sales, a fact backed up by a Gallup report. Gallup cited a 20 percent increase in sales as a result of this process. Even as you’re courting leads, you can’t ignore your existing customers. Likewise, even (and especially) as you grow, you have to nurture your employees. The cost of losing either is too high. In the holiday rush, it’s important to not lose sight of your priorities.
Starbucks is a great example. Even with thick competition, they deliver consistent service and quality products to customers, whether in Oregon or London. And they do this by providing competitive wages and benefits to their employees along with training and learning opportunities. Employees who are knowledgeable and excited about what they are offering pass their enthusiasmon to customers.
OWN UP TO MISTAKES.
Even the best businesses make mistakes. When it happens, own up to it. There’s probably been a time when you put in your order at a restaurant, only to receive the wrong thing. How did the business handle it? Did they admit their mistake and offer you a newmeal? How a business treats customers when things don’t go smoothly is a good indication of how they’ll handle adversity in general, and that reaction starts with employees. Set the precedent for employees that a mistake is their opportunity to go above and beyond. A transparent environment will make employees feel more comfortable, which will make customers excited, rather than apprehensive, to engage with your business again.
GET THEM HOOKED ON YOUR SERVICE.
Have you ever asked a client why they return to your business? Do you think it’s because they can’t find your product or service anywhere else? Probably not. Think about the last time you returned to a restaurant. Was it because it’s the only place in town that makes amazingThai food? Maybe, but it’s more likely that you enjoyed the welcoming host, attentive waiter, and positive experience you had there.
2 • Self-StorageInsider.com
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