I couldn’t help but laugh out loud when I saw this clip on You Tube. It captures the very essence of what organizations are doing to their customers. Too many organizations have lost their focus, the people that make their business successful. Customers and employees.
As I watched the clip I saw how this “break up” applies to the employee experience just as much as it does the customer experience. It has been said that employees don’t leave a company, they leave because of their manager. And they “break up” with their manager for many of the same reasons a customer breaks up with a company.
Do you really know your employees?
What motivates your employees? What’s important to them? Where do they want to be in three years? What allows them to exceed expectations? What keeps them from meeting expectations? How do they view their role in your organization? How do they contribute to your mission? Managers have got to talk to their employees more than once a year and about more than their performance. It’s about finding a balance. Show your employees you care and value them.
How are you focusing on the needs of your employees?
In the clip, the advertiser is only focused on his needs. He isn’t listening to his customer. And he does all the talking. Many managers think that talking to their employees will increase performance and change behaviors. For the vast majority this approach doesn’t work. You have got to engage in two-way conversations with your employees. It’s the only way you will find out where they are at, what they are doing and how they can get to the next level.
What do your employees need from you in order to be successful?
One size does not fit all when it comes to coaching and leading your employees. Coupons were not the answer to get the customer in the clip to stay. More training, increased emails, one-on-one monthly meetings aren’t necessarily going to cut it for your employees. You have to know where they are today with their performance and where they need to be in the future. And as the manager it’s your responsibility to help get them there.
Are you listening to what they are telling you and acting on it?
Having information is only part of the equation. Knowing is not enough. Willing isn’t enough. You have got to act. Are you acting in a consistent and deliberate manner to help your employees? How does that support their goals, the departmental goals or the organizational goals?
Make sure your employees don’t break up with you by showing you are invested in them!
Print This Post
{ 2 comments… read them below or add one }
Right on Kelly!
This turned into a recurring theme this week. I had a similar conversation with an old friend. We discussed the different personalities of his group, and we talked about their different needs physically and emotionally. Yesterday I finished a leadership book on the same subject. The author, a former Sergeant Major of the Marine Corps, stressed the need to understand your people and see to their needs.
Certainly, if an organization like the U.S Marine Corps can understand that taking care of the troops is taking care of the unit, than businesses have no excuse.
Beyond doing what is right for the employee, it’s a lot easier and cheaper to take care of an existing employee than it is to recruit, hire and train a replacement. So any time invested in their needs is a small investment compared to the alternative.
Marty
Hi Marty,
Thanks for taking the time to comment and for your insights. It’s refreshing to hear how some leaders in the U.S. Marine Corps view our troops. I think many people see military leadership as command and control. In some cases, it is and that’s because it works. But certainly this style of leadership isn’t the only style employed by our armed forces. The type of organization doesn’t matter, the people matter! Leaders have got to find ways to understand their people and their needs as you pointed out.
You uncovered another key factor for engaging the employees you have, the cost of turnover. It doesn’t take much time or investment of resources to engage in a conversation with employees. When you talk to them you will uncover ways to motivate them, keep them engaged and help them uncover their hidden potential. The cost of turnover is not one that most companies can afford in this economy. And in today’s work environment we are asking employees to more with less. Creating value and showing appreciation are key factors in retaining existing employees.
A small investment in your people will lead to big dividends in the long run.
Cheers!
Kelly
{ 1 trackback }