They listen to the needs of the customers, are courteous, helpful, and truthful in their advertisements. A critical task for Hecht s management is building a foundation of trust with their employees and consumers. This requires strict consistency between words and actions and this requires diligence by every level of management. Turnover not only drains the corporate pocketbook with the recruitment and training costs, but also can become a public relations nightmare.
Employees treat customers the way they are treated.
Hecht s cannot afford to get off on a bad start in this regard. When the actions do not match the words used, employees quickly become disillusioned and cynical. Such an employee will have high absenteeism, higher health-care costs, lower productivity and will give poor service to the customer. Each of these employees will tell a minimum of 20 people negative things about the company. When this inexpensive combination is exhibited to employees, the benefits will be passed on to the customer.