"happy employees create happy customers". have you ever seen a company with unhappy...

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"Happy Employees Create Happy Customers"

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Page 1: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

"Happy Employees Create Happy Customers"

Page 2: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Have you ever seen a company with unhappy employees who had

happy customers?

Page 3: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Employees need managers who can empathize with their stress and pain and who honestly try to create an environment in which they feel

valued and respected despite all the changes going on around them.

THEN… THEY CAN BE THEIR BEST FOR

THEIR CUSTOMERS.

Page 4: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?
Page 5: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?
Page 6: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Employee Survey regarding what employees valued most about their jobs.

Top Three:

1. Interesting work

2. Full appreciation for the work they've done

3. A feeling of being "in" on things

Page 7: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Four Motivators… relative to the type of caring managers

can create for their employees:

1. COMMUNICATE with employees in regular and creative ways.

2. Create a stimulating ATMOSPHERE.

3. Treat employees with RESPECT.

4. Be ENTHUSIASTIC about your work.

Page 8: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

COMMUNICATE with employees in regular and creative ways.

• Hold informal "grapevine sessions" to control the flow of the rumor mill. Managers must be prepared to listen and be completely truthful and open.

• Spend time out in the field with employees. - Ask them how you can help make their jobs easier. - Work alongside them. Even let them teach you what they do.

Southwest Airlines mandates that every manager must spend 1/3 of his/her time in

direct touch with employees and customers to create a stronger feeling of teamwork.

Page 9: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

COMMUNICATE with employees in regular and creative ways, cont.

• Take at least one employee to breakfast/lunch periodically. Ask for their ideas to improve your department and thank them for being on your team.

• Hold a voluntary "Good News" weekly or by-weekly before the workday starts. An exchange of good things that have happened in their lives and work recently.

• Implement a 3-5 Minute “Daily Stand-up Meeting” before each shift. It works and pays off in Food Service!

Page 10: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Create an ATMOSPHERE that makes employees enjoy being at work.

• Celebrate everything you can: Meeting of short term goals, the end of the budget process, gaining new customers, extraordinary work, safety successes, successful service recovery. Happy employees are more productive employees!

• Create a relaxing, special place for employees to regroup. Example: "THE WHINE CELLAR” or “TIME OUT DUGOUT” equipped with stress toys, cartoon books, treats, and stuffed animals, and this became everyone's favorite place to go to relieve stress.

Page 11: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Create an ATMOSPHERE that makes employees enjoy being at work, cont.

• Encourage daily affirmations throughout the department:

>Small cards to thank one another internally.

>Kindness coins

>A pat on the back, a short note of thanks, or a voice mail message from a manager can refill employees' emotional bank accounts for weeks!

A spirit of gratitude throughout an organization will raise the level of all interactions. Create a "Just

Because" committee or an “Attitude Support Team” with volunteers who have a passion for the positive.

Page 12: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Treat employees with RESPECT. • Establish a Code of Conduct listing the specific behaviors you will

use in interacting with one another.

>Gain employee input and ask them to personally sign the Code if they agree to uphold it. Include in it such behaviors as "If I have a concern with someone in the organization, I will go directly to that person.”

A Code of Conduct can do wonders to uplift your workplace.

Page 13: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Treat employees with RESPECT, Cont’d.

• Create a Human Level Database: Collect information such as employees' hobbies; do they play an instrument, sing, draw, or speak a foreign language; special interests such as golf, bridge, tennis; favorite sports; books and movies they like; places they have travelled; organizations and support groups to which they belong.

• Your department will discover resources it never knew it had. Best

of all, employees are seen as whole persons, not just workers!

Page 14: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Be ENTHUSIASTIC about your work. Are you a contagiously enthusiastic manager?

"If a high level of performance is to be achieved, it appears to be necessary for a supervisor or manager to have high performance goals and a contagious enthusiasm as to the importance of these goals." Francis Likert

Are you helping your employees focus not on only a job description but also on their very important work?

How is what they do each day making someone's life better?

That new sense of purpose will boost self-esteem and That new sense of purpose will boost self-esteem and add a depth of meaning. add a depth of meaning.

Page 15: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Be ENTHUSIASTIC about your work, cont.

• Work on a community project. Care about the world outside your department.

Page 16: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

As manager, you have a “direct impact” on your department …positive,

neutral or negative.

Listening to employees, caring about them and their families, creating an atmosphere that

promotes joy, and presenting yourself as a human being speaks volumes!

Page 17: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

When employees feel under-compensated, under-noticed, under-

praised and under-titled for the responsibilities they take on…results will be slim to none from employee

empowerment.

The “basic needs” of employees must feel met for employees to give us their

discretionary energy, that extra effort that people voluntarily invest in work.

They must feel valued!

Page 18: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Customer Relations Mirror Employee Relations

A happy employee in a customer service role is two and a half times more likely to

go above and beyond their normal requirements to help customers.

-Harvard Business Review-

Page 19: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Culture Check-Up Time

• Staff is inspired, motivated and engaged• Across the board communication• Ongoing Staff and Member Feedback

Results• Camaraderie• Renewed Creativity• Reinvigorated passion and loyalty• Ownership

Page 20: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Results of An Energetic Culture

• A motivating and stimulating workplace environment• Employee Satisfaction resulting in Patient Satisfaction• Productivity• Recruitment & Retention• Credibility• A healthy bottom line

Page 21: "Happy Employees Create Happy Customers". Have you ever seen a company with unhappy employees who had happy customers?

Critical Aspects To Your Bottom Line

• Mastering Soft Skills (personal, social, communication and self-management behaviors)

• Raising Morale

• Reducing Turnover

• Increasing Productivity

• Having More Fun