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The Human Touch
Although it’s
been used so much that the word “Empowerment” may draw yawns, the fact
is that there is no better way to improve service levels and
productivity than treating employees with trust and respect. Wonderful
things happen when employees are given input and control; they become
more confident and focused. They know what’s important, and feel
comfortable taking initiatives and making decisions that affect the
business. Best of all, their positive attitudes permeate everything
they do, inspiring co-workers and customers alike.
"Go by your feelings," is an old saying. Recent studies indicate that
customers who believe that retail employees are positive about their
jobs are more likely to become repeat customers. Research also
confirms that customers have higher expectations of service and
product knowledge. Today, price is only a platform to keep retailers
in the
race; their key differentiators are the front line people.
Many companies have launched programs to give employees more training,
accountability, and recognition. The results speak for themselves.
Energy levels and enthusiasm shoot up. Extra things get done, problems
get fixed, housekeeping improves, there is more smiling, and people
are focused on priorities. As associates take on more responsibility
and need less supervision, there’s more time for management to make
things happen, explore new ideas, negotiate the best price, talk to
customers and, most importantly, meaningfully recognize their
employees'
contributions.
Despite all of the training and consulting support available to help
achieve this state of Corporate Zen, many companies continue to
resist. To holdouts, the empowerment route seems frustrating, the
results elusive and too slow in coming. But for those organizations
that buy into the theory, there are long-term and lasting gains and
rewards. However, it takes a long time to change a company’s culture,
and employers often slip into their old habits.
Unfortunately, training programs, reorganization or re-engineering
won’t get you there by themselves. You must find ways to encourage, as
well as sustain, positive attitudes and confidence, and to create an
environment where employees and the company are both successful.
What steps can a manager take to promote a climate of productivity,
quality service and high morale?
Involvement, Communication and Celebration!
Start gently and gradually to involve everyone in setting company and
individual goals. Make sure goals are
meaningful, measurable and achievable. Reach an agreement on how they
are to be achieved. Then organize
priorities and people around achieving these goals.
Celebrate all successes, progress and improvements. Communicate
results and give balanced, regular feedback. Confidence and momentum
will build quickly. With input from associates, you’ll go from
satisfying to delighting the customer, securing your competitive
advantage.
Tools, Training, Information, Feedback and Discussion!
Train your people thoroughly. Give them every tool and scrap of
information they need to do their job. Use every opportunity to share
information - coach, model behaviour, evaluate performance and give
feedback. Ask your employees for their input and discuss alternatives
with them. One dimensional, one-way communications seldom
motivates people. Discussion, on the other hand, works, as it builds
understanding and support.
Respect, Encouragement and Honesty!
Be positive, not punitive when people make mistakes. The important
thing is that they are taking initiative and they should be respected
and encouraged. “Confidence building” works two-ways, and a strong
belief in your employees is fundamental to their ability to meet and
exceed your expectations. Be honest. If things aren’t going so well,
be prepared for morale to slip, but don’t slip backwards or vacillate
yourself. Sagging morale should be addressed with a re-emphasis on
goals, and with encouragement and input from associates on how to
improve the situation. When
employees get involved in solutions, morale goes up. Keep the 'goal'
in sight.
These simple steps, applied thoughtfully and consistently, without
unrealistic expectations, will bring amazing results. Even where
morale and productivity are already high, there’s always room for
improvement, and as with any successful relationship, it takes
constant work. Not surprisingly, it is often the managers or leaders
with the most confident and productive teams of associates who work
the hardest at maintaining an environment that promotes loyalty and
motivation among their staff and customers.
By Susanne Laperle
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