Putting the Employee First
Josh Greenberg discusses the importance putting your
employee first so they will put the customer first. Learn
the connection between employee satisfaction and customer
satisfaction and loyalty.
Examining the Relationship Between Employee
Satisfaction and Customer Satisfaction
Numerous studies have been done to look at the connection between
customer and employee satisfaction. A majority of these studies
were able to uncover a correlation between employee satisfaction,
customer satisfaction and profitability.
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In a recent study for an international
computer firm, the data reinforced the crucial link between
customer satisfaction, employee satisfaction and profitability.
Some of the key factors they found:
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Profit and growth are stimulated primarily by customer satisfaction
and loyalty.
Employees who are satisfied in their jobs provide higher
levels of customer service.
Employee satisfaction results primarily from internal high-quality
support services and policies that enable employees to deliver
results to customers.
Putting employee and customer satisfaction in the spotlight
when planning strategy is one of the top priorities for
organizations committed to continuous improvement, both
internally and externally. Maintaining a continuous flow
of information from both employees and customers is how
successful organizations are able to continually maintain
their high rankings in the marketplace.
At the heart of these endeavors is a strong belief that
today's employee satisfaction, loyalty and commitment influence
tomorrow's customer satisfaction, loyalty and commitment-and,
ultimately, the organization's profit and growth. This belief
in practical management is reinforced by a growing body
of empirical research. These all-important "links"
comprise what is generally termed the "value profit
chain."
A recent Gallup survey of 55,000 employees matched the
following attitudes with higher profits:
Employees felt they had an opportunity every day to do
what they do best
They believed their opinion counted
They sensed that their co-workers were committed to quality
There was a direct connection between their work and the
company's mission statement
Yes, it’s true that people need to feel as if they are
fairly compensated; but they also want to feel like they
are a part of the company and that their ideas and suggestions
are important. They also like to feel that they add value
and aid in the company's growth.
According to many management experts, the single greatest
key to productivity is employee happiness. Satisfied employees
are usually energetic and tend to be highly motivated. But,
determining what makes workers happy can be a mind-stretching
exercise. For years, the belief was that money was the source
of employee happiness and retention. While there is no question
that money is important, management studies show that it
does not buy employee satisfaction. While employees want
to be fairly compensated for their efforts, they also want
to be challenged and treated with respect.
Here are some suggestions on how organizations can increase
employee satisfaction:
Understand why people are working and commit to helping
them achieve their goals on the job. Develop a plan that
will assist them in getting where they want to go.
Empower workers to do the job you hired them to do. A work
environment in which employees are constantly monitored,
micro-managed and bossed around can be stifling. While most
employees are capable of receiving empowerment, not all
will seek it. The overriding motivation for all employees
is respect.
Keep employees informed. Share the big picture as to why
they are being asked to do what they do and how their work
can benefit others. Invite them to share their opinions.
Allow them to actively participate in the discussions that
lead to business decisions. By including them, you signal
that you value their expertise and recognize that they are
a valuable asset for the organization. Remember, involvement
equals commitment!
Communicate your expectations. Let your employees know
what you expect from them in terms of work ethic, quality,
honesty and job performance. Do not assume that employees
somehow inherently understand what is required.
Take care of the people who work for you. Acknowledge their
accomplishments with frequent and sincere recognition. Take
time to single out employees who have gone well beyond the
call of duty.
Hire the best people for the job, give them directions
and tools to do the job and step aside. But, be sure to
follow up.
Treat employees the way you would want to be treated. Think
about how you would want to be informed of changes and recognized
for a job well done. Then do the same with your employees.
© 2005 AlphaMeasure, Inc. - All Rights
Reserved
About the Author
Measure. Report. Improve your organization with AlphaMeasure
employee surveys.
Josh Greenberg is President of AlphaMeasure, Inc.
AlphaMeasure provides organizations of all sizes a powerful
web based method for measuring employee satisfaction, determining
employee engagement, and increasing employee retention.
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