Focus on Your Employees for Exceptional Business Outcomes

Focus on Your Employees for Exceptional Business Outcomes

If you’re a leader, it’s tempting to want to focus your efforts on profit margins and business processes, which are obviously important for any business. However, I believe if you focus on recognizing your employees, removing obstacles that get in the way of their service, and creating an exceptional experience for them, that these things will come as a result.

 

Remove Obstacles in the Way of Superior Service

We live in an experience economy, where customer and employee experiences are so important in shaping their motivation, buying habits, and loyalty.  As a leader, your primary function is to enable your employees to achieve a desired customer service experience and exceed customer expectations.

One of the key factors in achieving this is to remove obstacles and barriers in the way of your employee’s service performance.  This could include removing outdated rules/policies, unbalanced performance measurements, lack of resources, inadequate learning and development, influences of compensation, and other areas that would inhibit their superior performance.

Improve Internal Service Cooperation

Once you have evaluated your workplace culture and removed obstacles in the way of service, you want to focus on improving your internal service cooperation.

Here are a few ways you can look at improving your internal service cooperation to make your employees more productive, motivated, happy and prepared to serve their customers:

Stay positive and polite. Nobody wants to work with someone who brings down the team, and customers especially do not want to spend their time and money to interact with someone who is negative.  When you are positive and polite with your colleagues, they will be more responsive and efficient, which results in better service for your external customers.

Honor your commitments with both your colleagues and customers.

Communicate transparently about any obstacles you encounter that might delay your service.  If you communicate honestly and transparently you will set their expectations and be able to over deliver on your promises!

Step out of your silo and learn about the organization and service workflow.  This will help you to discover how your output can be a better input for your colleagues and customers.

Be helpful by directly or indirectly supporting a customer or co-worker.  It’s easy to play the “It’s not my job” game, but when you have a servant attitude that puts your colleagues and customers first you will find much more joy in your service interactions.

 

Recognize and Celebrate their Service

Once you have removed obstacles and improved your service cooperation, you want to recognize and reward those employees who are doing exceptional work.

The best organizations catch people doing things right and recognize and reward them for it.  Celebrate great business outcomes and recognize employees who create value for customers and others will follow suit.

An employee recognition program can also be very effective at supporting this employee focused proposition.  When you recognize exceptional internal service cooperation with both monetary and non-monetary rewards through a formal recognition program, your talent is much more likely to invest their energy and motivation in the form of exceptional service, leading to better profit margins and business processes (full circle moment!!).

 

If you’d like to learn more about implementing a total recognition program in your organization focused on your employees, get in touch at jenn@globalengagementsolutions.com or book a 15-minute window in my calendar here.

 

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Employee Recognition is the Key Driver of Engagement

Employee Recognition is the Key Driver of Engagement

Employee engagement expert and author Kevin Sheridan recently reported that the number one key driver of employee engagement is recognition!  He also reported that there are hundreds of millions of workers worldwide who feel unappreciated and have not hear a “thank you” from someone in a long time.  The thing we have consistently found in our research on employee engagement is that the top organizations in the world recognize their employees at every touch point, every day, not just once a year in their performance review.

 

Tips for Recognition in Your Workplace

When it comes to engaging all individuals in your organization, you must recognize and reward them in a way that they want to be recognized. That being said, there are a few overarching ways to recognize your talent to create employee engagement.

Non-monetary Recognition.

Non-monetary recognition addresses the emotional needs of individuals. It reinforces behaviors that can change corporate culture permanently, and it is values and principle based.

Examples include:

  • a formal certificate of appreciation,
  • publicly acknowledging an individual at a team meeting
  • a quick and personalized thank-you in person
  • a personalized email message.

 

Monetary Rewards.

Monetary rewards address the rational needs of individuals. Rewards can be used to recognize high performers in your organization and motivate others.  Most people love to be recognized financially. 


Some examples include:

  • a performance bonus,
  • a raise,
  • spot cards,
  • spa gift certificates,
  • points in their employee engagement portal


Learning Opportunities.

Learning and development are two of the other key drivers of engagement. When you invest in your talent by enabling them with new skills and competencies, they are more likely to give you their energy and loyalty. Your talent does not want to stay stationary – they want to grow their skills that make them more marketable NOW and in the future. Providing your leaders, employees and sales reps with learning opportunities shows that you’re committed to their continued growth in the organization and makes them feel valued.  Read more about why I believe there is not a Lack of Motivation in the Workplace Today, There is a Lack of Development.

Examples of learning opportunities can include:

  • formal eLearning,
  • manager training,
  • shadowing colleagues in roles above them,
  • giving them a challenging project or problem to solve.


Coaching and Feedback.

Managers play a significant role in the day-to-day work experience and engagement of their direct reports. Your talent wants honest and ongoing feedback and communication so that they know your expectations and how they can achieve success. One-on-one coaching shows your talent that you have a vested interest in their development, growth and overall success. When they feel they are enabled to do their job to the best of their abilities and you give them the tools, guidance and direction to do so, the outcome will be immeasurable!  Read more about the Senior Leader’s Role in Employee Engagement here.


Your people want to feel recognized and valued.  If you want to really make an impact on employee engagement in your organization, focus on creating a world class engagement culture focused on recognizing and rewarding your people for their great work. Your engagement and recognition must be personalized for every individual inside your organization. The above ideas are just a few ways you can start to create engagement inside of your organization.

 

If you want to chat more about how to implement a personalized total recognition program in your organization, get in touch at jenn@globalengagementsolutions.com or book a 15-minute call in my calendar.

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