Yesterday I talked about how your workforce is increasingly more part-time workers. Read more about that here.
Many of you are relying more and more on part time or seasonal workers to deliver a stellar service experience to your customers. So how do you motivate them when you both know they might only be with you for a short amount of time? Although it might seem counter intuitive, you must invest in your employees, even though they might only be with you for a short time.
Here are 3 ways you can enable and engage your seasonal and part-time workers:
Provide learning and development opportunities. People want skills and opportunities that will make them more marketable now and in the future. When you provide your part-time employees with learning and development opportunities, several affects will happen. You will attract (and then retain) the best talent. You will give them skills to interact more effectively with your customers and provide better service. You will provide alignment with your company’s culture and values. You will teach and motivate them to provide better customer service.
2. Remove obstacles that get in the way of them delivering exceptional service. Many large companies have too many bureaucratic processes and procedures in place that get in the way of their employees delivering exceptional service to their customers. Because many part-time workers are part of the front lines, often they do not feel enabled to go the extra mile to help a customer; however, this can often mean the difference between losing a customer and creating decades of loyalty. Examine your policies and procedures and assure that they are absolutely necessary to function. Remove those that do not serve your higher company mission. Some of the most successful customer service companies place very little rules on their employees (e.g. Nordstrom, Southwest Airlines, Starbucks, Netflix, Apple, etc.) with very high success and exceptional performance. Plus, when you enable your employees with learning and development (as mentioned above), you set them up to understand your company values and deliver service with those values in mind.
3. Recognize and reward them for exceptional performance. Every employee wants to be recognized for their work and treated uniquely. To motivate employees to continuous levels of high performance you should have an employee engagement recognition program in place. The most successful recognition programs are customized and personalized so that your employees get the rewards and recognition they want, at every touch point. During the holidays, and in December specifically, many people have split focus – thinking about everything they must get done, tired and distracted from holiday parties – and their energy starts to wane. That is why it is critical to motivate them (and especially seasonal workers) with incentives, rewards and recognition to continuously keep their eye on the prize – making your customers happy!
For more information on how to engage your part-time talent check out our book Leading From the Front Line: Learn How To Create Exceptional Experiences on Amazon or learn about our Employee Engagement Programs here.
Today’s workforce is becoming increasingly more part time. What I mean by part time is not necessarily the number of hours per week an employee works, but more their tenure at your company. Today’s generation entering the workforce views jobs as opportunities to gather a portfolio of experiences, moving from organization to organization to acquire different skills, sometimes by choice and sometimes by necessity. This part time economy and part time workforce presents both unique opportunities and unique challenges for organizations and their leaders.
As a business leader, you are probably relying more and more on part time or seasonal workers to deliver a stellar service experience to your customers. So how do you motivate them when you both know they might only be with you for a short amount of time? Although it might seem counter intuitive, you must invest in your employees, even though they might only be with you for a short time. This is the key to enabling and engaging them to create an exceptional experience for your customers. And remember, one terrible customer experience can ruin decades of loyalty, so it is critical that you give your employees the tools to serve your customers, even if they will only be with you for a short time.
Tomorrow I will share with you 3 ways you can enable and engage your seasonal and part-time workers. Stay tuned!
Your talent is busy. They want their learning when they want it, and where they want it – in-time and on-demand.
In a global economy, where many of your workers may not have easy access to a desktop computer, translating your instructor-led and traditional eLearning to a mobile platform is critical for growth and engagement at your company.
For example, in India, only 4% of people have a computer, whereas 95% have a tablet or a smartphone. This is a prime example of why a mobile capable learning solution is key for global delivery.
Not only is mobile learning important for global delivery, but it is also more convenient and efficient than regular eLearning programs.
Having a mobile learning solution that tracks and measures your progress, with seamless synchronicity across all devices, makes it easy for the learner to practice, drill and rehearse in a safe learning environment, whenever and wherever it’s convenient for them. Easier access makes for more connected and engaged learning, translating into better service for both your internal and external customers.
At GES our Layered Learning solution has complete global and mobile capabilities. Our mobile learning interface is multi-platform and multi-language capable, with seamless synchronicity across all devices. You get the full user experience with full functionality on all devices. Your progress is tracked, measured, retained and stored on the learning management system.
We have already seen an incredible proliferation of mobile technology, and for many of us, mobile is our main source of connectivity. If you haven’t already, now is the time to implement a global, mobile learning solution in your company in order to keep up with the desires and demands of your increasingly busy workforce.
Find out more about our Layered Learning solution or get in touch for a 10-minute demo to see for yourself.
Have you ever seen a poorly voiced over Kung Fu movie where the actor’s lips are moving but the voice coming out doesn’t match!? It’s almost laughable at how awkward and distracting the voice over is, and that’s even with the massive action and entertainment value.
So when it comes to your eLearning program, why has it become acceptable to have one blanket solution for every country and use subtitles and voice over to address multi languages?
Let’s face it, most eLearning solutions are already incredibly long and boring for your employees, and when you add in voice over on top of that, it can be downright rude.
In fact, many learners have told us that they find voice over to be a form of disrespect, not to mention that their learning scenarios are not customized or culturally relevant.
The key to having a great learning and development solution that can create change in your organization is for that learning to be engaging and for your learners to connect with it.
GES’s Layered Learning solution is truly global. That is because every spoken and written word is in the participant’s native language (no voice over), with culturally relevant language and scenarios. This allows the learner to better engage and connect with the content, and creates much higher levels of significant, measurable results.
Find out more about our custom Layered Learning solutions or contact us for a 10-minute demo to see it for yourself.
If you want your employees to be engaged and energized you must believe deeply in the power of relationship building, authentic recognition and continuous learning in your organization.
The best companies — the ones who are at the top of their respective industries — recognize and reward their talent for their good work day-to-day, minute-to-minute, at every touch point.
Recognition can and should take on many forms – it doesn’t just have to come in the form of tangible gifts and rewards.
More than ever, people want to be enabled with learning and skills that make them more marketable. They want to be looked in the eye and acknowledged for their hard work with an authentic and personalized thank you.
Here are a few ways to build authentic relationships with your employees:
1) Provide skill development to enhance your relationships both internally and externally.
By providing skills to your people in the form of learning and training, you are investing in their future and their growth. When your talent is provided with the skills and knowledge to better serve your customers, not only will your talent feel enabled and recognized, but it creates exceptional experiences for your customers. When your customers are happy, your relationship with them grows, and as a result and you are more likely to have loyal, raving fans – and that’s worth investing in!
2) Communicate with your talent openly and authentically.
Make communication with your talent a habit, by scheduling designated touch-point meetings, such as weekly check in meetings or monthly report reviews – whatever the form may be, it is important to commit time to one another and honor those commitments.
3) Get to know your people beyond the job they do.
When you get to know your people on a personal level, it makes them feel valued, acknowledged and cared for, which builds your relationships, fosters loyalty, and motivates them to greater success.
Building business relationships with your colleagues and clients may seem simple, but in order to strengthen and grow those relationships it is critical to go beyond just the surface level of ‘knowing’ them. For instance, do you know about your colleagues’ families, pets, hobbies, etc.? Some people may think, there’s no time for the personal in business, but if you’re not getting personal with your team members, your business is losing money and ROI.
4) Treat each employee uniquely as they want to be treated.
Creating personalized and authentic relationships with each and every member of your team will be sure to strengthen your business practices and make you a better leader, team member and generally a better person along the way.
It is only in the organizations that have high engagement where you will find consistent, exceptional, memorable and positive service experiences.
I believe if organizations spent more time focusing on the service experiences they are creating, they would simultaneously create employee engagement and enhanced service experiences.
If you really want to determine if you have engaged and enabled employees, try experiencing your organization from your customer’s perspective.
If you are in a leadership position, one of the most important things you can do to drive employee engagement while simultaneously improving the customer experience is to remove obstacles inside of your work group.
This means taking the time as a leader to solicit input and feedback from your team members about obstacles, policies, or procedures that they feel get in their way of providing faster and better service experiences. Asking and acting on these ideas will create employee engagement and momentum for service experience improvement.
If you are an individual contributor it is important for you to view all of your customer touch points from the perspective of your customers.
It is also important for you to bring any ideas, suggestions, or improvements that you believe would remove obstacles, improve the customer experience or your responsiveness, to your supervisor.
It is interesting to note, that one of the common characteristics of the best service organizations around the world is that they all proactively solicit customer input to find obstacles in the service experience process. You can meet the ever-rising service expectations of your customers by listening and then removing obstacles.
This will help enable you and your organization to create exceptional experiences for customers and employees alike!
The right learning and development can greatly enhance employee engagement by developing talent and helping them learn new things and improve their performance.
Almost everybody around the world wants to feel that they are doing a good job and producing positive results. Moreover, it is critical that they are valued by their organization for the important role they play in serving internal or external customers.
In addition, few people like to remain static in their work environment, and prefer to have variety in their work and development potential in their role.
Learning and development provides the best solution to satiate all of these human needs while dramatically improving employee engagement!
Additionally, innovative companies who invest in their people through learning and development are viewed more favorably by employees than those organizations that don’t.
However, if your organization’s learning and development is going to make a significant impact on employee engagement, employees must see the personal benefits of undertaking developmental activities. This is where most companies’ good intentions fall woefully short!
Organizations and leaders who desire to demonstrate their commitment to their people can sometimes get carried away with the “sheep dip” approach to learning (one size fits all); leaving some people confused about the rationale behind skill development.
In order to harness the positive effects of learning, employees have to see the link between where they are now and where they want to get to, and how learning and development is going to bridge this gap.
It sounds obvious but without this being made explicit, organizations run the risk of learning and development being viewed as a chore or a one-size-fits-all program instead of a personalized reward.
The answer is to create personalized and customized learning and development with action plans that facilitate employees and their managers to have one-on-one conversations about the purpose of the learning and what’s in it for them.
When done efficiently, learning and development will then provide the fuel to motivate and engage employees like never before. Employees will feel valued for their contribution and they will understand that the organization supports them by providing skills and development to make them more productive, successful, and marketable!
If you think about it, providing learning and development really is key to having an engaged workforce and achieving sustained business success.
This week I have been sharing 5 ROI opportunities an Employee Engagement program creates.
To recap here are the first 4 opportunities:
- Create an Emotional Connection
- Increase Employee Engagement
- Attract and Retain the Best Employees and Customers
- Provide Skills that Make Your Team More Valuable
Last but certainly not least is ROI Opportunity 5: Help Your Organization Improve It’s Bottom Line
Click here to download a printable version of the image above: ROI Opportunity 5
To find out more about creating an Employee Engagement program in your organization click here.
Check out today’s Engagement Program ROI Opportunity #4: Provide Skills that make your Team more Valuable.
If you missed it, here are the first three ROI Opportunities:
- 1. Create an Emotional Connection with your Employees
- 2. Increase Engagement Levels
- 3. Attract and Retain the Best Employees and Customers
Click here to download a printable version of the image above: ROI Opportunity 4
Monday, I talked about the first opportunity to gain ROI from your engagement program — to create an emotional connection with your employees. Yesterday I wrote about ROI opportunity #2 — to increase engagement levels.
Today is ROI Opportunity #3: Attract and Retain the Best Employees and Loyal Customers.
Click here to download a printable version of the image above: GES ROI Opportunity 3