Employees Come First

Avoid Mishaps with Customers  

Richard Branson said it best, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”

We’ve certainly had our share of customer experience mishaps lately – airline employees gone wild, ad campaigns that bombed and exploding phones. All of these stories beg the question: what kind of company culture exists in which checks and balances miss catching these mistakes?  Are the company values that misaligned with what matters to employees? How can you earn 5 star customer ratings?

Research from Gallup highlights what a poor job companies do in making employees feel good about where they work (read previous blog). They’ve defined three tiers of employees:

  • Engaged employees work with passion and feel a profound connection to their company. They drive innovation and move the organization forward.
  • Not-engaged employees are essentially “checked out.” They’re sleepwalking through their workday, putting time – but not energy or passion – into their work.
  • Actively disengaged employees aren’t just unhappy at work; they’re busy acting out their unhappiness. Every day, these workers undermine what their engaged coworkers accomplish.

With 69% of employees either not engaged or actively disengaged with their work, it becomes clear how companies fail so badly when it comes to basic job competence much less delivering outstanding experiences for customers.

One of the benefits of improved employee engagement is better customer ratings. Who doesn’t want that? Engaged employees understand the impact of their actions. That can mean working across departments to develop seamless service, creating innovative approaches to doing business or proactively helping customers solve problems. Gallup estimates $450 to $550 billion dollars lost in productivity a year through disengaged employees, so paying attention to what matters to employees is no longer a ‘nice to have,’ it’s a ‘must’ have.

There are, of course, steps you can take to improve employee engagement. Step 1: FEEDBACK on performance. Talent Snapshot® provides you with the tools you need to collect feedback so employees can take action to improve their performance. Schedule an appointment now to learn more.

To view previous blogs, click here.

Jackie Messersmith is President and CEO of Talent Management LLC. Talent Management provides consulting services to small to mid-size businesses to put a top performing culture and talent strategy in place, and is the developer of Talent Snapshot®, an integrated, competency based, online talent management solutions. Jackie can be reached at 513-528-9700 or jackie@talentmanagementllc.com.