Blog Post - Stephen Wicks
How engaged are your employees at your company? Are they vested in your company's success? Do they feel valued as employees? Research shows that employees that are given the freedom to be creative are more likely to make decisions that can help your business succeed.
Employees that are restricted and are forced to follow rules without little change are more likely to upset customers and clients. I'll give you an example. Have you ever called a cable company for service? What was the experience like? I remember calling the cable companies on many occasions and having all of the employees that I speak with tell me the same company issued line about my complaint. It was frustrating to speak with people at the company who didn't seem to be able to help me. I thought, maybe if I can get a manager on the phone that the manager could make a decision that's different from the regular agents. This is common in customer service. "May I speak to your manager" is uttered on a daily basis.
But what if the agents were given a list of things that they could do in order to take care of the customers? What if you never had ask for the manager. I think that your customers would be ecstatic that they could get their issue taken care of with the first person that they speak with.
Outstanding customer experiences can only happen if employees are given the freedom to take care of the customer and give extraordinary service.
Company leaders should foster an environment where employees are given opportunities to offer suggestions on how to solve problems or improve your business operations. This will let them know that you value their opinions. This will give them better job satisfaction and you will have higher employee engagement. No one wants to work for tyrants who don't take suggestions. If you don't give your employees freedom to be creative you can pretty much guarantee that they will be constantly on their phones or computers looking for another job. Your customers will be able to tell if your employees are happy or not and it will affect how the customer feels about your business.
Do yourself a favor and research different ways in which you can make your employees feel valued.
Here are a few links:
What are YOUR thoughts? Do you give your employees freedom to be creative? Are you an employee who feels restricted at work? Leave a comment and let's talk about it.
Until tomorrow... Go Be Great!
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