Boca Raton, Fl (PRWEB) March 31, 2005
Are your employees giving your company Âtheir all?Â Do they believe that what theyÂre doing is important? Do they feel appreciated? Do they show up for work each day with passion and purpose?
According to JoAnna Brandi, customer care expert and publisher of the Customer Care CoachÂ®, a Âred flagÂ should go up if you answered ÂnoÂ to any of those questions. Why? ÂManagers who arenÂt taking care of their employees are missing out on significant cost-savings and profits,Â says Brandi.
She rests her case on a growing body of research, ÂGallup International reported that businesses in the top 24% of employee engagement had less turnover and remarkably higher percentages of customer loyalty, profitability and revenues. Extensive studies by HayGroup revealed powerful links between employee engagement and productivity, which ultimately impacts the bottom line. Workplace values expert John Izzo has abundant proof that this ÂgenerationÂ of employees is more conscious of their own needs and of their place in the world. For business leaders in companies of all sizes, the writing is on the wall: You can make and save money by keeping employees engaged.Â
Coupled with The Sarbanes-Oxley Act, which requires that businesses document internal controls relating to employee and customer satisfaction, Brandi says itÂs never been more important for business leaders Âto stop dismissing internal customer care as Âsoft and unimportant.Â Employees are not just humans Âdoing;Â theyÂre human beings. TodayÂs managers must make it a priority to get to know them so that they, in turn, can provide whateverÂs need to keep their teams fully engaged in what they do. This creates wins for everyone. Â
Brandi offers nine management tips for creating and sustaining employee engagement:
1) Let go of any negative opinions you may have about your employees. Approach each of them as a source of unique knowledge with something valuable to contribute to the company. ÂRemember that you are co-creating the achievement of a vision with them,Â says Brandi.
2) Make sure employees have everything they need to do their jobs. Brandi explains, ÂRemember when you started a new school year and you'd prepare by getting all new school supplies? Why not build just such an opportunity into your department simply by asking each staff member, or the team as a whole, ÂDo you have everything you need to be as competent as you can be?Â Remember, just as marketplace and customer needs change at daily, so do your employeesÂ needs change.Â
3) Clearly communicate whatÂs expected of employees Â what the company values and vision are, and how the company defines success. ÂEmployees canÂt perform well or be productive if they donÂt clearly know what it is theyÂre there to do Â and the part they play in the overall success of the company,Â says Brandi. ÂBe sure to communicate your expectations Â and to do it often.Â
4) Get to know your employees Â especially their goals, their stressors, what excites them and how they each define Âsuccess.Â Brandi explains, ÂIÂm not suggesting you pry too deeply or start ÂcounselingÂ your team members. What I am suggesting is that you show an interest in their well being and that, when appropriate, you do what it takes to enable them to feel more fulfilled and better balanced.Â
5) Make sure they are trained Â and retrained Â in problem solving and conflict resolution skills. ÂThese critical skills will help them interact better with you, their teammates, customers and suppliers. ItÂs common sense - better communications reduce stress and increase positive outcomes,Â says Brandi.
6) Constantly ask how YOU are doing in your employeesÂ eyes. Brandi acknowledges that it can be difficult for managers to request employee feedback Â and it can be equally if not more challenging for an employee to give the person who evaluates them an honest response. To get strong at this skill and to model it for employees, she suggests managers begin dialogs with employees using conversation starters such as, ÂItÂs one of my goals to constantly improve myself as a manager. What would you like to see me do differently? What could I be doing to make your job easier?Â Be sure to accept feedback graciously and to express appreciation.
7) Pay attention to company stories and rituals. Are people laughing at each other or with each other? Do they repeat stories of success of moments of shame? Brandi suggests staying away from participating in discussions that are destructive to people or the organization, and keeping success stories alive.
8) Reward & recognize employees in ways that are meaningful to them (thatÂs why getting to know your employees is so important). And remember to celebrate both accomplishments AND efforts to give employees working on long-term goals a boost.
9) Be consistent for the long haul. If you start an Âengagement initiativeÂ and then drop it your efforts will backfire, creating employee estrangement. Says Brandi, ÂPeople are exhausted and exasperated from Âprogram du jourÂ initiatives that engage their passion and then fizzle out when the manager gets bored, fired or moved to another department. ThereÂs a connection between an employeeÂs commitment to an initiative and a managerÂs commitment to supporting it. A managerÂs ongoing commitment to keeping people engaged, involved in and excited about the work they do and the challenges they face must be a daily priority.Â
Brandi says that ultimately, managers must keep in mind that employees are a companyÂs greatest assets. She explains, ÂTheir collective ideas, feedback and enthusiasm for what they do can help your business grow and succeed. Some people are naturally wired to give their all and do their best no matter where they work. But the majority of people require the guidance of skilled managers who welcome their ideas, ask for feedback and generate enthusiasm in order to have a sense of purpose and energy about what they do.Â
For more information, visit http://www.customercarecoach.com or contact Tracey Paradiso at email@example.com.
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