good service, and are more likely to express their appreciation when they get it. This is win–win–win at its best: the customer wins, the staff wins, and the National EyeThe Singapore National Eye Center has a unique approach to building customer loyalty and boosting staff morale. In the attractive main lobby, management posts customer compliments in a prominent area called the ‘Staff Recognition Center’.

Alongside each letter hangs a picture of the staff member cited, and a certificate of appreciation signed by the Managing Director.

Imagine how these staff feel when they come to work each morning. Just walking through the lobby they know they are appreciated – not only by their customers, but also by their organization. Imagine how customers feel when they come for their appointments.

They already anticipate receiving good service, and are more likely to express their appreciation when they get it. This is win–win–win at its best: the customer wins, the staff wins, and the National Eye

mpliments in a prominent area called the ‘Staff Recognition Center’.

Alongside each letter hangs a picture of the staff member cited, and a certificate of appreciation signed by the Managing Director.

Imagine how these staff feel when they come to work each morning. Just walking through the lobby they know they are appreciated – not only by their customers, but also by their organization. Imagine how customers feel when they come for their appointments.

They already anticipate receiving good service, and are more likely to express their appreciation when they get it. This is win–win–win at its best: the customer wins, the staff wins, and the National Eye

ion signed by the Managing Director.

Imagine how these staff feel when they come to work each morning. Just walking through the lobby they know they are appreciated – not only by their customers, but also by their organization. Imagine how customers feel when they come for their appointments.

They already anticipate receiving good service, and are more likely to express their appreciation when they get it. This is win–win–win at its best: the customer wins, the staff wins, and the National Eye

– not only by their customers, but also by their organization. Imagine how customers feel when they come for their appointments.

They already anticipate receiving good service, and are more likely to express their appreciation when they get it. This is win–win–win at its best: the customer wins, the staff wins, and the National Eye

good service, and are more likely to express their appreciation when they get it. This is win–win–win at its best: the customer wins, the staff wins, and the National Eye Center wins.

Key Learning Point
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You can do this, too! When compliments arrive, be sure to share the news - not just in the staff cafeteria or the in-house newsletter.

Action Steps
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Post testimonials (tastefully) in a public place, on your website, or in your regular mailings to customers. When complaints come in, you can publicize these, too. Be sure to include a response from the organization expressing appreciation for your customer's feedback and stating clearly what's been don