What Promise Will You Make to Your Employees This Year?

On this blog we focus quite a bit of attention on improving customer service, and with good reason—it’s critically important to success for most organizations. We discuss the company-wide commitment it takes to provide a high quality of customer service and the importance of getting buy-in from employees.

At the same time, executives and managers also have to be committed to providing top-notch service, and not just to customers. Paying attention to your employees’ thoughts and needs is what helps you create a company culture that lends itself to great service.

So what I’d like to do in this blog post is challenge executives and managers out there to make one promise to your workers for 2015. You can announce your commitment publicly or keep it to yourself; the important thing is that you follow through. What kinds of promises am I talking about? Here are just a few suggestions:

  • Create an open-door policy for employees that allows them to take their concerns to any executive or supervisor at any time
  • Plan one “employee appreciation” day per quarter where you recognize exceptional accomplishments from your staffers and organize a fun activity to celebrate
  • Give employees opportunities to take on new projects that help your company grow and innovate while furthering professional development for those workers

The reason I recommend starting with one promise is that it’s easier to focus on that one pledge and follow-through on it for 12 months than to try to accomplish 10 different goals. In other words, sometimes you need to take baby steps before you can run a marathon. I hope you’ll consider my challenge and start 2015 off on the right foot by renewing your commitment to your employees.

What promise will you make to your employees this year? Share your ideas in the comments section below!

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

A little appreciation goes a long way

Food, games, music and prizes might make you think of a party or festival. But here at InfoCision, it was just another day at work.Employees at our various locations celebrate with fun, food and games

Throughout the month of June, we’ve held an employee appreciation day celebration at all of our locations with a day of fun, designed to make

employees know how much the company values their hard work and dedication.  I’ve been lucky enough to be able to attend all of these events at every one of our locations and it truly has opened my eyes to how far a little appreciation can go.

Why we tell our employees that we appreciate them

Our employees are the best in the industry, and the reason we are so successful. We want to make sure they know that the company truly appreciates all the time and effort they give.  These “fun days” are a great way for us to do that, as well as build camaraderie by allowing employees to interact in a fun, laid back setting.

I can’t explain how much I love going to events like these because I really get to show every employees at each and every one of our call centers how much their hard work is valued. Our employees work extremely hard, and it’s important to let them know we appreciate it. I’ve said it more times than I can remember, but it’s only because it’s the truth: employees that feel appreciated and valued are going to work harder and at InfoCision we try to make sure that happens!

But don’t just take my word for it; according to a case study by Kim Harrison of Cutting Edge PR, “the cost of extremely negative or ‘actively disengaged’ workers comprises about 10% of the US Gross Domestic Product annually.”  And according to Harrison, Sears recently found that “for every 5% increase in employee attitude scores, they saw a 1-3% increase in customer satisfaction and a 0.5% increase in revenue.”

These numbers can have a big impact on your bottom line, especially when the mood of your employees comes across clearly to the people on the other end of the phone.  So make a point to let your employees know that their work is appreciated, and you’ll find that some small gestures can go a long way.

 

InfoCision: A top place to work in Northeast Ohio; and how your company can become one too

As I travel around to our 13 locations to celebrate our annual Employee Appreciation Days with our wonderful staff, it is an interesting coincidence that I just learned that The Plain Dealer has named InfoCision one of 25 Top Workplaces in Northeast Ohio for the third consecutive year, among large employers.

We want to be THE employer of choice in every community where we operate and our Employee Appreciation Days are just one of the many things we do to create a positive working environment for our employees. We also have programs like on-site fitness centers, on-site wellness clinics, on-site or subsidized child care, tuition reimbursement, a well-defined career progression path and a host of other employee programs. But you don’t need to spend a lot of money on expensive programs to make your employees feel appreciated. Here are several inexpensive programs anyone can take advantage of:

  • EAP Program
  • Paid maternity leave
  • Dependent day care savings plan
  • Discounted classes through local universities
  • Time off to volunteer
  • Healthy food choices in vending machines
  • Health fairs
  • Open door policy
  • Suggestion boxes
  • Employee forums

Making it onto a list like this is wonderful validation for us, because it is compiled based on surveys of employees by an independent vendor. It shows that employees really do appreciate it when the company goes above and beyond to help them succeed – not just at work, but also in their personal lives.

What workplace programs do you have that your employees really appreciate?  By sharing ideas, we can all create an environment of happy, healthy employees. And check back next week, when I blog about all the fun I’ve had at our Employee Appreciation Days and the statistics that provide the ammo for why these programs work.