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!
