Using Employee Feedback
Engaging staff to take part in developing your business can be a challenge but it does not have to be.
Great business ideas and inventions have come because companies are open to suggestions. Many suggestions that have changed the way we live today.
Create a positive environment where engaging staff in high level discussions is encourage?
For all businesses option 1 is considering employee ideas. Option 2 is telling employees what to focus so complete their jobs.
If you go with option 1, you have chosen to take the concepts in Dale Carnegie’s book, How to Win Friends and Influence People.
If you chose to go with option 2, you limit the ability of your company and its people to grow.
Getting employee feedback will create a positive work environment that promotes teamwork, productivity and an increase in staff satisfaction.
Will you allow your employees to make the work environment a better one or will you continue to dictate how things need to be done?
The success of your company is on your shoulder and is built on the backs of your employees.
Your employees interact with the most important part of your business. YOUR CUSTOMER! I suggest you listen to the people who know your customer the best.
Creating A Service Environment
Does your company have a sensible, comprehensive and active service philosophy? If not, then perhaps your company is operating on borrowed time.
Customer service is the back bone of every company and must be an ongoing and planned business activity with lots of support from every level of the management team.
Your customer wants to feel important, confident, have an honest sales associates and wants a sense of trust and loyalty from the company they do business with.
Your business not only exists because you have a quality products and service, it exists because your employees know how to make an effective presentation that helps bring out customer objections.
These objections can become the next generation of products of services your company offers if you listen and consider what your employees tell you.
Four Steps to Gain a Competitive Advantage
Today your competitors want to win your customers loyalty. Understanding the methods, they are using to attract your customers is very important. Once you understand what they’re doing, you can set up an effective plan to not only protect your current market share but even gain a part of theirs.
Step One – Talk About Features, Benefits and Advantages
This is when our knowledgeable staff ask open-ended questions.
They allow the customer to answer.
Then talk about features and benefits of our products and services. They sell the value in our product and service by telling the customer our competitive advantage.
Step Two – Talk Pricing
Wanting to be the lowest price in the market is one business strategy. This is not always the best strategy. A common mistake businesses make is believing they need to be the lowest price to attract customers.
You can be the most expensive company with your product or service and still have a healthy market share.
If you want to have a successful business your sales reps need to learn how to overcome the price objection. Having staff members deal with this question effectively can increase your market share.
Step Three – Talk Quality
Focus on the quality of your product or service. We are all customers, at some point, and we expect competitive features, price and quality in the market. Therefore, we have choice of where we buy and whom we buy from.
Step Four – The Importance of Customer Service
With today’s technology, the difference between one product and service can be hard to distinguish. This is where your customer service must be better than everyone else in the same industry.
Understanding the different types of customers is important also. The more we can relate to our customer’s personality, by engaging staff to take interest in learning personality styles, the better chance we have close more sales.
Why Customer Service Is Important
A satisfied customer who is loyal, is the life line of our business. Without a formal customer service program, we can experience a loss in market share to our competitors.
As a business, we must understand that if our customer does not get what they expect from us, they will go elsewhere and they may not come back to do business with us in the future.
The fact is we must build our business reputation on service and look for ways to keep the business of our customers.
The job of a leader is to motive staff and have employees engage with customers in a way that creates a positive workplace for the employee and a positive sales experience for the customer.
Customer Service Program and Benefit to Your Company
Customer relationship programs should be built on two concepts.
One, you must use common sense. This is not always ease. We all know common sense is not common.
Second, your awareness of how you would like to be treated.
You have built your business around this idea. There is no need to re-invent the wheel what it comes to customer service, but if you take your time to understand your customer, you can do it better.
Customer service should be a core value of your company if you want long-term profitability and growth.
You can create a great customer service program by creating loyalty, encouraging productivity, building confidence, self-esteem and developing pride by engaging staff.
Your business is built on creating value through customer service. This means your employee feedback is crucial to build a positive work environment.
Employees engagement allows you to have a competitive advantage over companies who to do not value employee feedback.
What is The Role of an Employee?
You know your employees play the most important role in the company. So, hire and train them to be successful in their position.
Give then the resources to:
To get the best results from your employees, you should allow them to make the tough decisions as it pertains to customer service. Help them understand what resources they have available and when to use them.
Two Kinds of Workplaces
You may have worked for company that you enjoyed working for and ones that you did not.
Why is this an experience we all have?
One type of job energized us and we wanted to perform to the best of our ability. The other deflated us and we cannot wait to quit or be let go.
As the manager of your company or supervisor of people, you need to find out what motivates your employees. This is the secret to creating a positive environment. Great leaders understand that employee engagement surveys can give insight to what motives employees.
As a manager, you believe positive word, conversations, money, training, communication and job security is what employees seek. Although this can be true, it is not always the biggest motivator when it comes to engaging staff.
Employees are motived by having responsibilities within your organization. They want to be an important part in the success of the company. They want to know that their efforts counted for the success of the team.
The support of the manager, leader, coach and mentor is important as they work on accomplish their personal work related goals.
You and/or your employees, may have worked for companies where you did not perform to the best of your ability. This could have happened because the previous company did not understand the importance of encouraging people.
When you dictate, what needs to be done, employees feel like they are just doing what they are told to do.
Instead of dictating what needs to be done, give employees the freedom to make decisions. If you implement this strategy it is important to give them feedback.
If an employee brings an idea to the management team, make sure they get credit for there idea.
Don’t give them a reason to feel as if they are not being appreciated. Employees don’t engage if they feel like they are always dealing with office politics.
Motivate or Deflate
If you want your employee feedback to be positive you will need to effectively increase communication within the team.
If you want your employee feedback to be non-existent, then do not motive them or offer a positive environment for them to work.
I would suggest you allow your staff to take ownership and take a personal interest in the success of the organization.
Be a boss that employees want to work for. Do not always hold their hands. Let them grow and make important adult decisions.
If they are not sure what to do, ask them to run ideas by managers or supervisors and encourage them to discuss ideas openly without feeling the pressure.
3 Ways to Empower Your Staff
Step One – Increase Employee Confidence
Do you want to re-motivate your staff daily or do you prefer a staff that your staff is self-motivated?
A self-motivated staff requires you to have processes in place that allow them to be a success in their job.
If you want your staff to be self-motivated then you cannot put them down in a negative way. You must learn to use positive language to reinforce positive attitude.
As a leader, it is important to practice daily affirmations. These affirmations can be spoken directly to employees and encourage a positive change.
Step Two – Empathy
Having empathy towards people is a skill that requires practice. Anyone can be great at it. To be great at empathy, you need to practice your listening skills along with your ability to feel what the other person is saying
Empathy requires us to not only hear with our ears but with your eyes and body. In car sales, I learned 9 phases that built trust and helped me built empathy with my customer.
Paraphrasing what is being said makes a good listener. If you can convey the emotion that the other person is using you will be able to connect to the feeling.
Step Three – Solving Problems
Does your company have a problem?
Engaging staff to help solve the problem is a strategic step that can benefit the company in the long-term.
Employees are waiting for the opportunity to find and solve problems the company may be over looking.
The key to problem solving is, solutions work best when employees have a say in how those solutions will be implemented.
Smart managers understand solutions do not have to come from them. Effective leaders understand when the staff is involved, they feel a sense of accomplishment.
Managers also know not to steal employee ideas and make them their own.
It is important to create a positive environment for your team to flourish. Create positive energy between staff and allow them to freely discuss ideas. This is when staff engage and find ways to improve different aspects of your company.
Encourage staff to create teams. Allow them to pick their own. Everyone wants to work with the best employees and come up with the best solutions.
They want to build a small community where they can be the most successful without the interference of management.
If your company allow your employees to work in groups then help then set up a team goals. Give them the tools they need and train them for success.
Commitment from Management
Do you want to see your team succeed?
Of course, you do. Commit to creating an environment where positive things can happen. Manage expectations and get different teams to interact with each other.
Employees need management to offer direction, knowledge, resources and support. When these four factors are present, employees will commit to the leadership team.
There are major benefits from engaging staff. You increase profits, job satisfaction and get positive employee feedback.
Increase Service Levels by Empower Employees
Customer satisfaction rises when frontline staff have the authority to think and act for themselves. If customers complain and have their issues resolved sooner than later, they will more than likely do business with you again.
Managers can apply the principles in the book, Monday Morning Leadership, and teach their team to become leaders who can make good customer decisions.
Many time managers and supervisors feel when there is a complaint, they should be the one to fix it.
The more people involved in fixing the problem, the more frustration the customer experiences. This can cause the staff to look less than competent.
Developing A Reward System by Engaging Staff
Employees continue to seek meaningful reasons to perform. Positive outcomes and results is one way.
Another reason employees would like to be receive rewards for their performance. Your staff craves the attention of managers and peers. Rewards and recognition are important to them.
If you want to reward your staff for a good job, then ask them what they want. Not all of them want money. Some are hoping for recognition, time off, fun day, prizes, coffee and donuts and even just an extra-long lunch hour.
As a manager, I’m sure you have called your employees in to your office, and said, Thank you. This little act of appreciation can be enough.
You should thank them in public, write them a personal note, buy them lunch, give them movie tickets and even ask them what they want as a, “Thank you” for a job well done.
Some companies have plaques or trophies which are given to top employee each month or quarter.
This can motivate staff but be careful to not give the trophy or plaque to the same person month after month. Set different standards for employees to meet and succeed in.
Did you know you can also get staff involved when there are calendar holidays?
Make the work environment a fun one for employees to come to each day. Most people will work hard if they feel they are not working.
Try to host a fun event over lunch, do a Hawaiian T-shirt day, jean Fridays, pizza day and even have employees pick the events they want to have.
Since many companies have a sales department it is important to recognize the staff that keep the business end of the company operational. As a manager, you can recognize sales staff monthly.
The more tools your sales staff has and understands how to use, the more they will sell by converting clients. The more they sell the higher their performance.
Keep in mind, do not just have special events every Friday. I find that staff get to use to having special events and want to have it more of them.
Those events do not always keep up with performance or expectation levels.
Contests are a great way to get everyone in the company involved. It can increase sales and customer service. Again, it is important to have an engaged staff and ask them for feedback when thinking about what contest and the rewards to give out.
The key to a successful contest include setting SMART goals from everyone on the team. A SMART goal is one that is, specific, measurable, attainable, realistic and time-based.
Give out prizes employees want to win. During the contest, allow employees to see where they stand during the contest period.
Engaging staff in different parts of your business can be beneficial. Want your employee feedback to be great?
Get your employees involved and have them take responsibility for their actions. Make sure you reward them and give them all the tools they need to succeed.
Help your employees help customers. That’s what matters if your business is going to succeed in the long-term.
Today customers have access to information which allows them to know more about our product or service. Importantly they have access to what the competition offers. This allows them to make an educated decision long before they come to your place of business.
When you trust, you empower your employees to succeed. This is a major reason for your company’s success. Engaging staff to be a part of the decision-making process is important if you want loyalty from your customers.
How will you engage staff to increase productivity, your business and staff moral?
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