The Direct Connection to Stability

The stability of any business is directly linked to the strength of the connection between team and customer. Significant or disruptive churn in either of these areas, puts businesses at risk. Employees are the direct and influential connection to customers. Nothing is more disruptive to revenue stability than a disengaged, demotivated team. Yet, business still appear willing to put their business relationships at risk in the manner they treat their team.

Here are some behavioral examples that create these disconnects:

1. Poor timing, lousy communication: A thirty-year plus senior manager goes into their boss’ office for a planning meeting. From the outset, the boss declares that this person has no future in the organization and his plan is to have them out of their current position by the end of the fiscal year. Ironically, both parties are essentially on the same time line; yet, because of how this was a blindsided communication, the senior manager is devastated by the message and the attitude. Instead of a committed, happy, and inspired employee, this boss has an employee focusing on their exit strategy. Not an effective transition plan at all.

2. Somebody has to pay: Business is behind plan, revenues are off, somebody has to go. Instead of letting the senior manager who wrote the plan, an organization decides to let several other people go, consolidate jobs, add work to an already stressed team, and forces someone to take a position that will strain the organized schedules of a two-working parent household. Why not eliminate a VP of Marketing or a VP of Sales position and consolidate their workloads? Weren’t these people responsible for the plan and the outcomes in the first place. What is the message sent to the team in this situation.

I will close with wisdom from Olivier Blanchard and his most recent blog post,

“the people who work for you are your brand at least as much as your products. They are your designers, your evangelists, your human touch points, your knights, your fans, your friends, your problem solvers, your band of brothers (and sisters). You can’t take them for granted. Perhaps more importantly, you can’t make them feel like you are. Ever. Not for one minute.

Pay them what they’re worth. Protect them. Empower them. Put your trust and faith in them. Don’t ever think for one second that they can be easily replaced.

Treat your employees like they’re your best customers.“

When your team is unhappy, demotivated, and feeling abused, your business is at risk. Choose to treat your customers and your employees better. Your business will be better for it.