Star Tribune Article – Happy employees

The Star Tribune had an article about a company that based in St. Cloud MN that surveys their employees for job satisfaction and surveys their clients for customer satisfaction.   Happy Employees equals Happy Customers.

An Information Technology Company.   …St. Cloud-based Marco Inc., which sells, installs and manages networked voice, data, video and print solutions, doesn’t hold patents, manufacture anything or offer unique products…

The company is owned by the employees.   That can help with employee satisfaction.  …which is 100 percent employee-owned through an employee stock ownership plan (ESOP), returns 100 percent of its profits to employees…  …Marco launched its ESOP in 1989 and has been wholly employee-owned since 2001…

They survey their employees annually.   … One way Marco gauges employee happiness is by surveying its workforce. The company, which enjoys low turnover, has been conducting employee satisfaction surveys for 22 years…

“We invest a lot in validating that our employees really do like this as a place to work,” Gau said [Company CEO]. “Everybody claims they have the best people. I like to see it validated sometimes. I’ll put my report card up against anybody’s because you know what? I’ve got one. Having a report card, having a point of validation helps, and our customers want to know we’re just not talking about it.”….

They also survey their customers.   …Marco also has been conducting frequent customer satisfaction surveys since 1994. If a customer responds negatively to any of the 12 questions on the survey, the sales rep has 24 hours to get in touch and “start the recovery process,” Gau said [Company CEO].

“We recover them almost 100 percent of the time,” Gau said, adding that he’s returned six-figure payments to customers “to make it right. That’s really painful. But you get to keep the customer for life.”…

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