By now most of us have seen the viral video of MSNBC host Lawrence O’Donnell become totally unhinged because of some studio noise and talking in his ear piece while hosting his TV show live on air. As soon as his “spot” was over and the camera shifted to another video clip or commercial O’Donnell became increasingly angry to the point of lunacy and berated his staff for their failure to fix the issue. It’s called the Lawrence O’Donnell Effect.
You can view his complete meltdown on YouTube but be aware, his language is profane and not suitable for many people.
Now, this post is not to compound Mr. O’Donnell’s troubles but I do have one question for him:
How can he, or anyone else, expect his/her employees to enjoy working for someone who cannot control his emotions and scolds his staff in the manner he did?
What about employee morale? What about creating a positive work environment? What about treating your employees fairly and professionally? I guess O’Donnell never got that memo…
1. Provide Your Employees The Tools To Do Their Job
Seems so simple but so many fail on this basic premise.
2. Give Them The Day Off
Remember that your employees need family time, time off to tend to personal needs and may not wish to work day and night as management may. Priorities vary greatly from person to person.
3. Have Realistic Employee Expectations
Not all are driven or have a burning desire to climb the corporate ladder or to be a leader. Provide training and opportunities that are appropriate to your business and be happy when an employee wants to “just” stay as his present position. Don’t you need great employees in every position? Yes, I thought so.
4. Explain It To Me
With any new policy, procedure or direction, clearly explain to your employees the reason why this is being done and how it will benefit the customer. Don’t just say “Do it this way because I said so”. That won’t get you very far.
5. Tell Your Employees What’s Going On
When your employees are unsure of the direction in which the business is heading it creates uncertainty. They may believe the business has “lost its way” or is no longer willing to uphold the standards or follow its own business plan. They may feel “if they don’t care about ___________, why should I”? What’s next, but poor customer service?
6. Empower Your Employees
Make sure they can do what is needed to ensure a great customer experience without jumping through hoops to get approval.
7. Have a “Service Roundtable”
Hold periodic employee-led open discussions on ways to improve customer service and the customer experience. You’d be surprised of the ideas they will come up with.
8. You Must Have Great Internal Communication
Ever hear phrases like these; “I didn’t know about that”, “she never told me to do that”, etc. When the employees are unsure of what to do they will never be able to address the concerns of the customer or provide great service.
9. Be a Fountain of Knowledge About Your Business
Train employees about your company and hold proper new-hire orientations. Continually monitor employee actions and gauge performance. Training is not a “one and done” project, it’s an ongoing process.
10. Let Your Employees Use Your Product
They should be a walking billboard for your business.
11. Build Your Next Leaders
Customer service and great employee morale must be an integral part of your business and that mindset must be carried to the next generation of staff. Build the next leader and one who will rally the troops for years to come.
12. What’s The Big Picture?
Do your employees, I mean ALL your employees; know the goals of the business, or the extent of applications of your product(s)? If not, how can we expect them to relay this to your potential customers and get them excited or interested enough to purchase?
13. Be a Pro
You are a professional, be proud of your job, your career and most of all be proud of yourself as a person. Treat others the same way. Your company morale and employee customer service skills will be an extension of your pride.
14. Do You Value Input From Your Employees?
You would be surprised at the expert level of knowledge of the people that “do the job” everyday. Don’t think that “the boss” knows it all. Sometimes the rank-and-file employees can easily find a solution to the issue management has been fretting over for months.
15. Are You Trustworthy?
Do you place your trust in your employees to perform as intended or do you micromanage them to death? An employee that must get approval from above on everything will never be able to WOW a customer.WOW’s don’t come with approval first, they must be quick and decisive. Click To Tweet
16. Host a Family Day
Invite the family members of your employees to a party and show, don’t tell, them how much you appreciate the efforts of the entire family that has led to the company’s success.
Seems like such easy things to do, correct? I wonder why too few businesses follow simple tactics like these.
As for Mr. O’Donnell…
Can someone please tell him to read this post?