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Staff Culture Translates to Customer Experience

I forget the exact reason, but I was speaking with my wife about pajamas and suddenly said “Hey, we should have PJ Friday!” I laughed and forgot about it within seconds. Then my wife walks into the room and says “Yes, you should. I’ll email Amanda about it.” (Amanda, who is my Admin, is basically my boss and helps me keep the ship afloat. Every office needs an Amanda.)

So suddenly we have a PJ Friday scheduled for the next Friday and when Friday rolls around the corner, this happens: Everybody is wearing PJ’s to work.

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It’s a great look. Naturally, if our techs have to go onsite then they change quickly and change back when they come back to the office, but you get the idea.

Personally, I thought the staff would think it was a real hassle, but in fact every member of the team was smiling and thought it was both fun and hilarious.

I also noticed something else: The team sounded EXCITED on the phone with customers. The employee experience directly translated to the customer experience. Now, we’ve all read the studies about how important a strong and grounded culture in the office impacts how companies deal with its customers, and we’ve always prided ourselves in working on our culture, but this one day really highlighted to me just how important company culture and the day-to-day experience of employees impacts not just the bottom-line but, more importantly, the long-term perspective that customers have of how you do business.

Are your employees smiling when on the phone? If not, are they just having a bad day or do you have a company culture problem?

P.S. I’m proud to say that Puryear IT was in the LSU 100 this year! The LSU 100 is a big deal and we’re proud to be one of the 100! Read our Press Release about being included in the LSU 100.

The LSU 100: Fastest Growing Tiger Businesses identifies, recognizes and celebrates the 100 fastest growing LSU-owned or LSU-led businesses in the world. The LSU100 not only celebrates their success, it also provides a forum to pass lessons to the next generation of LSU entrepreneurs.

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