Monday, August 11, 2014
It's not rocket science, really. Humans want to be recognized for the value they bring to a project, family or organization. Whether they are a trusted confidant, customer or employee, a smart leader will take the time to recognize and appreciate the contributions of others.
It has long been said (on this very blog here and here) that studies show that 69% of customers that leave you will do so because of "perceived indifference." This is one of those good news/bad news cases. The bad news is, it's all your fault. The good news is, you can fix it. You do the little things (and sometimes big things) that let each of your customers know that you appreciate their business.
But a new study says the same is true for employees! A study conducted by Healthstream of 100,000 managers and employees revealed that 79% of people who quit their jobs cited “A lack of appreciation is a key reason for leaving.” Wow. 8 in 10 of your employees and co-workers leave because they simply don't think anyone cares!
So what can you do to fix it? A lot really.
The simple things (that are true for your customers) are true for employees. Just tell them. Stop by their work station and (sincerely) thank them for their work. Send them a card. Call them out in a positive way in front of the team. Show them appreciation.
You can also create programs that will recognize them on work anniversaries and birthdays. The fact is, there is a lot you can do. Need more ideas? Let us know!
But get out there and say "thank you" today. You will be glad you did!
Friday, August 8, 2014
On a recent trip out of the country, I was struck by how each facility we entered was "guarded" by "security." I use the quotation marks only because these security personnel were armed only with a phone and a clipboard. I mean no disrespect to security professionals here, but what was really stopping anyone? Why did we all pay attention to what they said? Why did we automatically stop and sign their sheet...or tell them where we were going?
In a word...branding.
We stopped because their attire looked the part. They were dressed in what we deemed as "security" apparel. (It didn't hurt that they had a clipboard! Clipboards make everyone look official!). That appearance was all it took to make us (and everyone who came to the facility) take them seriously.
Consider that the next time you look to outfit your team! Think about the power of the right appearance. Do you want your brand to be conservative? Fun? Hip? Experts? Whatever you want your team to portray, you have the ability to shape when you purchase their "outfits."
Be sure you are sending the message you want your customer to receive!