Want more business? Start by investing in your workers
I love getting feedback from readers. Recent columns on customer service, for example, sparked a lot of response. Those discussions with readers invariably bring in more column ideas.
An example: I’m hearing a lot of concern lately that employers aren’t meeting the needs of their employees. And I’m not talking about paychecks. Employers need to lavish the care and concern on their employees as they do on their computer systems and other “assets.”
Some of the concerns include:
• Lack of focus
Many employees say they feel like they’re putting out fires, yet accomplishing little in the process. While this symptom typically stems from cutbacks and understaffing, a lack of company leadership also plays a role. If management is unclear about its priorities and the duties of its staff, then how can employees feel anything but scattered?
• Inconsistent treatment of employees
Boy, is this a touchy issue. Double standards diminish morale faster than just about anything. Some examples include how tardiness is addressed among staff members and perceptions of who is working harder/longer/more efficiently than others. These are easy traps to fall into, but the damage of not leveling the work environment can be substantial.
• Leadership? What leadership?
We all lead by example, whether from the middle or the top. Saying one thing and demonstrating another diminishes trust, respect and the impact of any leader. If you expect a certain behavior from your staff, display it. Lip service always falls short.
• Limited training, if any
Staff members feel the pressure to do more with less, but they are concerned that employers seldom offer to help them hone the skills they need to measure up. On this one, I side with employees 100 percent.
Face it, businesses spend all sorts of revenue on the latest technology, Web site improvements, advertising and promotion, but often fall short when it comes to staff. If a balance sheet truly reflects the assets of a business, what dollar figure is placed on the key people and frontline staff of the operation? Do you invest in them like you do your server or phone system? How can you expect your human assets to keep pace if they’re not retooled, refreshed and brought up to date?
Weigh the power of the message you send your staff when you invest in making them better. View your human assets the same way as you do your computer systems, and make the appropriate investments.
The underutilization of employee training in the Inland Northwest continues to amaze me. Businesspeople seem to have their noses so tight to the grindstone, they never look up long enough to see what opportunities are ahead and how they can gear up to move there. The message is a simple one: employees create growth, and make success happen.
Try talking with your staff. Some questions you might ask include:
What can I do to make your job more productive and satisfying?
Where would you like additional training?
What can our company do better?
What’s the most important part of your job?
What do you like best about working here?
If you could change one thing about your job, what would it be?
Don’t make the mistake of asking for input and then not acting on it, because that’ll only undermine trust, respect and morale. Of course, if your employees aren’t secure enough to respond honestly, the above exercise would be futile. You have a much larger systemic problem, one that can’t be addressed in this short a space.
If you find your workplace behind in training, start with yourself. Leadership opportunities are available to all.
The most important component of customer service is serving your internal customers — your employees. Don’t forget to clearly outline your expectations of them, create an internal culture that encourages growth, and invest in their futures, as they are your future, too.