Today’s guest post is from Annabelle Rigby. She discusses 3 simple and easy-to-implement steps to increase the engagement of your workforce.
Employee engagement is essential to any successful business, allowing for a better exchange between employees and supervisors. Studies show that employees who feel engaged are more productive and satisfied with their jobs.
Here are 3 steps you can take in your company to help keep employees motivated, and improve the efficiency and success of your business.
1. Let Them Know They Have a Voice
Regardless of whether it’s in the workplace, at home, or even in the grocery store, everyone wants to feel like they have a voice and that their opinions are valued by others. You can foster employee engagement by creating an environment within your business that encourages your employees to speak up and let you know what they think.
Listening to their concerns about everything from the work environment, to certain procedures and policies, and even customer feedback will allow you to paint a better picture of your business, and determine what works and what doesn’t. It will also affirm to your employees that they are valued members of the team and that they are capable of positively impacting their workplace.
It’s likely you’ll gain inspiration and receive some helpful advice if you encourage them to share their opinions and voice their concerns. (more…)
We read statements like these all the time – connect with me on LinkedIn, follow me on Twitter, like my Facebook page…blah, blah, blah. Seems like people use social media more to boost their ego than to get to know those they connect with. So why bother?
“How many Instagram followers do you have”? “Did you see my latest Snapchat?” “I just posted another of my videos to YouTube, you gotta check it out”. Does it really matter?
When we “connect” or “follow” someone are we more interested in learning something new or to have easy access to the latest gossip? Our desire to attract “likes” perpetuates a false reality when thinking a bigger “circle of influence” makes you more important.
It reminds me of what Bette Midler said in the movie Beaches: “Enough about me, what do YOU think about me?”
Now, I must admit that, since I am relatively new to social media I did spend more time initially “building my network” than paying attention to who I connected with. I thought I “needed” to have a large following or connect with everyone who asked? But what did that get me? I’m still trying to figure that out.
Over the past few months I’ve taken a different approach: (more…)
The dreaded job interview, everyone hates them. But here’s the key to having a great interview – you must show how, based on your past proven experience, you (over anyone else) can bring value to the company. Here’s some information your next boss will want to know:
1. Is this someone we want to work with for years to come?
2. Is this someone who can fix the problems we are having in this department?
- If so, how? You must explain specific situations where your experience/skills have overcome situations that have cost your previous company money, or provided poor customer service
3. Can he/she bring the same success he has shown in the past to our company?
- Does he have an action plan that is easy to replicate? Can he do it here?
4. What measurable benefits have you brought to your past employers? (more…)
The moment I entered the door he looked at me and smiled. “Good morning, welcome to Dunkin’ Donuts. Are you looking for a great cup of coffee today?” the attendant said. He already had me smiling. “Yes please” I answered.
This is not a promotion for Duncan Donuts. It’s just to acknowledge a great employee that works at one of its many stores. It’s a privilege to have great employees. When your competition tries to lure them away from you, take that as a badge of honor. You know they’re good. Your competition knows they’re good. And best of all your customers know they’re good. That’s why they keep coming back for more.
Unless you sell such a unique product or service that you cannot find anywhere else:
Maybe your store is an architectural gem or has the latest technology. Maybe it’s located in the trendiest part of town or owned by the hottest celebrity. That’s great but that’s not enough. The employees are the lifeblood of any business.
Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry.
Assume the sale. This is one of those phrases that is drilled into the head of any good salesperson. “They will love our product, I know they will. Just keep listing all the benefits of our product, and they will have to buy it. So, just assume that you will make the sale and ask them for their order,” says the hungry sales manager boss.
Well, I don’t want you to be a hungry sales guy, at least not at this point. But I do want you to assume the sale. Here’s what I mean.
Those well-spoken-of and restaurant industry standard “two minutes or two bites” has quickly passed as you make your way to table #22. As you reach there, you scan the plates to see if the four guests are enjoying their meal.
You say something like this:
- “Is everything okay”?
- “I hope you are enjoying the salmon”
No, no, man, that’s all wrong. It’s the worst way to check on a guest. Don’t you know that everything is okay? Were you paying attention? Why would you “hope” they like their salmon? This leaves doubt in the mind of the customer.
If you really were paying attention you would have (more…)
Countless studies have shown that the key to a successful employee, one who excels at his/her job, is motivated to perform at his peak and one that will have the best interest of the company at heart, is a properly run and dedicated new employee onboarding and orientation program.
During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions and evaluation of existing standard operating procedures to ensure peak performance.
Yes, there are the usual topics and development structures that must be enforced along with the company policies, procedures and overall expectations. But…
Then, how do you ever expect to provide the great customer service we always talk about?
The first few days of a new hire are usually a blur; too much to learn and (more…)
They just hired some hotshot new manager…thinks he’s going to shake-up the place. Maybe, maybe not. Only time will tell.
He lines his office walls with photos, awards and commendations from local newspapers and businesses. His desk is covered with assorted trinkets and babbles. The place looks like a shrine to himself. What’s with this new guy?
Fancy suits, crisp shirts and the biggest wrist watch you’ve ever seen. Are you expected to bow or genuflect when you enter his office? You hear some of your coworkers saying; “Look, here’s another suit gonna to tell us what to do.”
You already don’t like him…
OK, ok, you know your supposed to give the new guy a chance. After all, he IS the boss. But what can he do, what can he teach me, let me see him in action, you say.
You’re a firm believer that respect is a two way street and only goes so far without proof you can do the job. Don’t try to change the place, don’t expect me to jump through hoops just because you want to do things differently. Blah, blah, blah…
See a problem here?
How resistant are you to change? It’s a part of life whether you wish to believe it or not. Bosses come and go. Some leave their mark (good or bad) and others go unnoticed. But you’ve got to give them a chance.
If you ever expect to be “the boss” one day yourself you must come to grips with the “ever-changing” world of business.
You’re probably afraid of: (more…)
One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek.
Usually this perfection is attained solely from our personal labor since “no one else can make it perfect but me”.
But as we move through time we slow down, slow down enough to the point where we don’t have an unlimited supply of energy, not enough time can be spent away from our family or illnesses arise that supply the setbacks of life.
This is when the perfectionist wished that he/she had (more…)
There are too many distractions and obstacles in our day-to-day lives. It’s not worth the effort to be something you are not, eventually your true self will come out.
When it does, and if you are not showing desirable traits, you will be shunned for being “fake“, for “putting on airs”. Can your customers afford to be serviced by a person like this? How do you know what “side” of your employee is tending to your customer?
Is it the fake side that shows a strained smile and insincere eyes? Or the real side of one who is truly concerned for the customer’s best interest and will do all he/she can to go above and beyond to make them happy? Or, is it the other way around? (more…)
At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they?
You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer service industry.
The waiters, cashiers, airline baggage handlers, taxi drivers and the thousands of other job classifications to whom we entrust our customer experience to are all watched. Watched for how well they do their job and if I will receive the same, or worse, service when it’s MY turn to be taken care of.
What image do you show to others?
Are you chewing gum, twirling your hair or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture that of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance? It really matters… (more…)