After you do something for a while, most people get comfortable and a little bit ‘lazy’ about following all the procedures to a T.
There are certain professions where the general population hopes this really doesn’t happen. Think neurosurgeon (or anything medically related), airline pilots, and amusement park safety inspectors, for example.
If anyone of these people get lazy about their job, they are jeopardizing the lives of one or more people. Sometimes even their own. It is important for these professionals to learn, know, and implement the strictest of standards and procedures that apply to their job.
Unfortunately, as the news reports, even these people sometimes don’t get it right. Sometimes it’s circumstance, others – a poor judgement call.
Most customer-oriented employees will tell you their daily routine isn’t a life or death situation. They believe it’s “okay” if they don’t follow all the rules or treat each customer as though they are the only one. After all, who will notice?
Engaged Employees Provide Great Rewards
When employees are aware someone will note if they are following procedures or how they treat customers, the rewards can be great for your organization.
Knowing someone will be watching provides employees reason to:
- Stay focused on the customer during each interaction
- Learn what is most important to your customers
- Know your company’s vision – and how to apply it every day
Letting staff know someone is observing or commenting keeps your employees engaged in your workplace and vision.
And, as studies have shown, engaged employees are happier, informative, and loyal.
Gallup tells us “companies that increase their number of talented managers and double the rate of engaged employees achieve, on average, 147% higher earnings per share than their competition.
Gallup studies also tell us that only 34.1% of employees are engaged.
How do you effectively and objectively watch what your staff is doing? Implement a mystery shopping or customer feedback program that will involve your staff.
Invite a key sample of employees to assist in the development of the program. Allow them to see the results of reports or surveys. And keep them engaged in creating a plan of ‘reaction’ to what is learned.
Being transparent about the why and how of customers’ expectations and needs allows employees to see where there is room for improvement or change.
Employees will come to understand that their jobs may not be a life or death situation, but the benefits and rewards for pleasing a customer far surpass the result of being lazy.
Engage your employees today by involving them in your vision, your customer experience programs and a mystery shopping or customer feedback program.
Then reap the rewards!
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