Management is no longer merely a task-oriented discipline. To be a successful manager, not only do you need to effectively direct your employees, you need to have them understand their role in the bigger picture of the company’s image to your customers. Your customers are not a captive audience. They do not need to do business with you. You have to create a reason why they want to do business with only you. The only tangible difference between you and your competitor is not your product or service you sell, but rather the service that your employees provide your customers during their interaction. The success of your business rests on your staff’s ability to encourage return business as a result of superior customer service.
Ultimately customer satisfaction begins with employee satisfaction. Yet, too often, management overlooks the day-to-day contributions employees make to the business. Some business leaders will claim, “We have the best wages and benefits among our competitors. Isn’t that good enough? And I’d say, “If the only thing your people get out of their job is a paycheck, you, as a leader, have failed.” One of the top reasons why employees leave a company is not because of the rate of pay or benefits. It is because they felt they did not get recognized for their efforts. At the same time, your employees will only deliver the level of service that they have experienced within your business. With that in mind, you must ensure that your employees understand their key role in the success of your business and are recognized for their efforts. In order to accomplish this, incorporate in your management style these two M’s – Motivation and Maintenance.
Motivation begins with the selection (You don’t hire. You select) process and continues through onboarding. During the interview, you should explain to the prospective employee the critical “key role” in maintaining the highest level of customer courtesy. Thereafter, ensure that each new employee goes through an extensive orientation program that not only includes the tasks of their job, but also the vision and specific proven performance tips to deliver your expectation of customer service.
This orientation sets the tone of your company’s commitment to the customer and reinforces the “key role” concept you discussed in the selection interview. Continue on-the-job instruction with a designated coach. The key criterion for the selection of your coach should be an outgoing, friendly character which captures what you want to project as your company’s personality. Be sure that the coach is aware of your expectations of the delivery of the customer service performance standards.
Keep your employees informed. The #1 complaint employees have of their company is the lack of communication. They want to feel that they are “in the know”. Conduct regular meetings to inform the staff of the status of the business and its forecasted future. Be honest with them. To create a customer focused culture, distribute and post thank you letters or testimonials received from customers. Consider maintaining a Facebook page specifically for your employees that would periodically remind them of their focus on customer service. That page can serve as an advertisement of the company culture for prospective employees. Your employees will be more concerned about their job performance if they are more aware of their business.
Acknowledge your employees as members of your professional family. Recognize special dates or occasions such as birthdays, anniversaries, family births, or illnesses. Birthdays are very important as your employees know that they are working on their birthday and expect their manager to know, as well. Announce these so everyone knows and send the appropriate cards or flowers. Organize pot luck luncheons or picnics, holiday dinners, or even baby showers. Remember that if you show special consideration for your employees, they, in turn, will take better care of your customers and your business.
Create recognition programs. Special appreciation such as Random Acts of Kindness Awards, given to employees who are named by your customers as offering stellar service instill in the recipients a sense of pride that their contributions have been recognized by you. A commendation letter delivered via mail to an employee’s home or a gift card for dinner with their family serve to have the employee’s family understand and appreciate the employee’s commitment to your business.
Utilize inexpensive motivational tools. Hang a mirror in the office with a sign above it that says; “Smile, You Are (Your Company’s Name.) This conveys that each employee’s appearance is a reflection of your business. Stamp paychecks with morale boosters. Put up posters that depict themes of success and teamwork. Successories and Baudville are two companies that offer such products to deliver great motivational messages.
Maintenance, in this sense, is synonymous with consistency. The continuation of any of the programs you start is essential. Do not begin a special program only to drop it soon after your employees come to appreciate it and look forward to it. If you begin a newsletter bulletin board, posting the names of new employees, employee birthdays and anniversaries, promotions, customer appreciation letters, and in-house activities then you must maintain it monthly with current topics.
Visible management is essential. Practice the “Inspect What You Expect” and CBWA or “Caring by Walking About” credos. Follow up on your training programs. Remind your employees with any updated techniques, as well as a refresher course on customer service. Conduct employee surveys or better yet, hold regular group discussions with a small number of your staff, to get maximum input and participation from each employee. Be visible and be available to your employees.
QUI TAKEAWAY: Ultimately, your employees drive customer satisfaction. Do not take for granted the immense impact a concerned, vital group of employees can do to enhance the image and success of your business. Whether it is through recognition programs or your visible management, your employees must sense and believe in your conviction that they are your competitive edge – the reason why customers will return to your business.
2 responses to “The M&M of Employee Engagement”
Well done. The best part, is that you actually practice what you preach!
Thank you very much for your very kind words.