Category Archives: Employee Engagement

How are you doing?

Listen radio12th and final post in my 12 days of Christmas mini blog series

12. How are you doing?

Ask your team for feedback on how you are doing in their eyes. It can feel uncomfortable to give feedback to the boss, so ask in a more conversational way such as “What could I be doing to make your job easier?”

Be brave. We don’t always want to hear about the things that frustrate your team, particularly if you may be contributing to the problem! Be open to the truth and willing to listen.

Create the opportunity for people to give anonymous feedback. People may be afraid to say what they really think if they’re concerned about being labelled a problem or complainer.

Ask for feedback regularly. Things change and problems can fester.

Accept feedback with good grace, and thank them for an honest response. Address concerns. This doesn’t mean that you have to resolve every personal whim, but it means identifying trends, recurring problems or prioritising what needs attention.

Communicate progress. If people have taken the time to let you know how they feel let them know what and how you are addressing any issues or following through on their suggestions.

Action point:

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Your customers’ journey

Customer Journey Photo by mantas-hesthaven-135478Day 11 in my 12 days of Christmas mini blog series

11. Your customers’ journey

There will always be little tweaks you can make to improve your service.

If January is a quiet month for you, now’s a perfect time to for you and your team to review your customer journey and all the various touch points your customers experience.

What feedback have you had from customers recently, either directly or via social media? What patterns or trends are there?

How well do each of your team members (both customer facing and back of house) appreciate all the customer touch points.

They will frequently pick up on opportunities to improve the customer’s overall experience, or where you can add value or make recommendations to customers.

Action point: Give each of your team a section of the customer journey to review from a customer’s perspective. What would they change if they could?



Getting stuck in

goal challengeDay 10 in my 12 days of Christmas mini blog series

10. Getting stuck in

It can often feel as if you’re not achieving much in the first few days or weeks back at work. Set some short term goals or mini projects so that everyone can get stuck in and can see some results within the first few days back at work.

It will certainly help focus attention back onto the job in hand, and get everyone back into full flow as quickly as possible.


Systems and resources

system daria-nepriakhina-474036Day 9 in my 12 days of Christmas mini blog series

9. Systems and resources

How often have we heard the phrase “I’m sorry, the system won’t allow me to do that.”?

Do you have any systems in place which make life difficult for your team members?

Poor systems can be frustrating for team members, but also impact productivity, the customer experience and ultimately your bottom line.

Here are a few to look out for:

  • No system in place for routine tasks so staff reinvent the wheel every time they carry out similar tasks.
  • Not fully understood, so not followed
  • Over complicated or cumbersome
  • Too much red tape or to-ing and fro-ing that slows everything down
  • Unworkable due to lack of time, right equipment, tools, or products

Poor systems or a lack of resources inevitably puts extra pressure on the team, particularly when there is a direct impact on customers…

Resulting in an inconsistent level of service, leaving the customers frustrated or disappointed.

It’s easy for us to become oblivious of how ineffective a system works or poor the equipment when we’re not using it every day. So, ask your team for their observations and feedback.

Very often the simplest of modifications is all that’s needed to make all the difference.

 



New challenges

challengeDay 7 in my 12 days of Christmas mini blog series

7. New challenges

Not everyone wants to progress, but that doesn’t mean you let them stagnate.

We often think of development as grooming people for promotion. Although this might be one intention or outcome it shouldn’t stand in the way of development. Even those who have reached the limits of their capability or have no desire for more responsibility shouldn’t be left to stagnate.

A bored employee is unlikely to shine and even less likely to wow you or your customers!

Look for opportunities to stretch team members within their current responsibilities or in areas where they’re already strong. Discuss how you can add variety, set new challenges or stretch them.

Maybe give them

– responsibility for training others,

– giving them ownership over the procedures,

– looking for ways to make efficiencies or refine a process.

By giving individual team members ownership over particular tasks we create a sense of pride and responsibility.  And with this comes the desire to get things right.

When they have one or two areas to focus on specifically it encourages them to go deeper and develop their expertise. You’ll be amazed what people can achieve when their strengths are recognised and they’re given the authority to apply them.

This can also take the pressure off you as that person then becomes the go to person.



Seeing strengths

Strengths cyril-saulnier-250098Day 6 in my 12 days of Christmas mini blog series

6. Seeing strengths

January is often a time to catch up on staff training.

Rather than merely trying to fix weaknesses (which makes everyone mediocre in everything) look back at where individual team members have shown specific strengths. By focusing on people’s strengths we’re able to tap into opportunities to enable them to really excel – in the same way you might expect an athlete to work on honing their skills in the areas in which they already perform well.

You might need to look for the capabilities in others that they themselves may not see and help them to see these for themselves. Focusing on strengths not only boosts confidence, it enables people to shine and excel. It means complementing potential shortcomings of others in the team, contributing unique value in the eyes of colleagues and customers.

And in most cases

…the tasks we’re good at are those we enjoy more, excite us and keep us engaged.


Promote Teamwork

Team raftingDay 5 in my 12 days of Christmas mini blog series

5. Promote Teamwork

Upskill and cross train people to cover other’s responsibilities so people are confident their job still gets covered when they are sick, on holiday or have an extra heavy workload.

Set up job swaps so everyone has a greater appreciation of each other’s roles and create teamwork and a culture where everyone takes responsibility when necessary, rather than passing the buck.

Upskilling also demonstrates you commitment to your team, and shows people they are valued.


Fresh Focus

FocusDay 4 in my 12 days of Christmas mini blog series

4. Fresh Focus

Time off often gives people time for reflection and can prompt them to start thinking about other options, career moves or even career changes.

Share your plans for the coming year with your team so they involved, and ask for their input so you give them confidence in the part they have to play, and so you avoid any feelings of insecurity.

Schedule 1:1 reviews as early as possible to discuss individual contributions and where they fit in with your plans for the year ahead.

Encourage everyone in your team to have their own goals too. Even if these don’t include working for you long term, discuss how you can help them achieve their goals together.



Celebrate and share successes

celebrate reward recognition

Day 3 in my 12 days of Christmas mini blog series

3. Celebrate and share successes.

Remind your team of all your achievements over the past 12 months. What milestones have you achieved as a business and individually. What were the highlights, and what’s been their contribution?

Staff are more likely to be loyal and work harder for a business they believe in.

Give praise where it’s due to create a buzz for the year ahead!


What’s your Why?

Day 2 in my 12 days of Christmas mini blog series

direction sand

2. What’s your Why?

If you want your team to take an interest and be inspired by what you do as a business, it stands to reason they need to understand what you do and why.

When you and your team have a clearly defined sense of purpose it connects you, provides structure and shared goals. Your purpose clearly communicates to your team (so it is written with the team in mind not customers) what your company does and why.

Your purpose goes beyond simply making a profit. It needs to be something that energises and excites you, and that your team can align and engage with.

So now as a good time to review your purpose. Make it a living breathing and evolving statement, that is referred to and reflected in your day to day activities.

If you don’t already have a clearly defined purpose, involve your team in creating a compelling and engaging statement that will inspire your team to align what they do day to day with your company’s aspirations.

Be passionate about your purpose – if you aren’t how can you expect anyone else to be?