When managers hear they need to improve employee satisfaction to achieve customer satisfaction, they often don’t know where to start.
Employees are at the front line, assisting customers first hand. If employees are unhappy, there’s no telling what kind of service they will provide. Unhappy employees negatively impact your company’s earning power. According to Gallup Consulting, unhappy employees can cost the U.S. workforce $300 billion in loss of productivity. My guess is you don’t want to be a part of that loss.
Mercer consulting conducted a survey to find out where employees stand. Research shows “…one in three US workers is seriously considering leaving his or her organization at the present time.” This means employers need to figure out what will improve their employees’ satisfaction or risk the alternative.
The following are three methods of achieving employee satisfaction:
Recognize and Reward Employees
Employees like to know their managers or supervisors are aware of their good work. Don’t let a job well done go unnoticed. When exceptional work is rewarded, expect to see those actions repeated. If you fail to react, employees will feel discouraged and unappreciated. Chances are you can find something about an employee’s efforts or performance to complement. Take the time to observe good work.
1. Encourage Employees to Find Their Voice
Employees need to feel like they are part of the team, not just another cog in the wheel. Regularly meet with employees to keep them informed about what’s going on in the company. Ask for input, feedback, and any concerns they may have. Employees need to be comfortable expressing their thoughts and feelings. If you encourage open dialogue, employees will naturally connect to their work and the company.
2. Create a Flexible Work Environment
More companies are adopting a flexible workplace to allow employees to find a balance between their home and work life. If possible, let employees create their own schedules that incorporate both work and personal responsibilities. According to an article in the Huffington Post, companies that offer a flexible work environment had 25% lower turnover in 2010. A flexible work schedule may take some adjustments, but the payoffs are well worth the investment.
Introduce these three methods and you will start to see an improvement in employee satisfaction. Remember, if the end goal is to achieve customer satisfaction, start with your employees. If you want to learn more about this topic, read this blog post that explains the link between customer satisfaction and employee satisfaction.
“…as we improve employee satisfaction and a lifetime of loyalty, we are improving everything about our customer service.” – Cheryl Hanna