Did you know that there’s a connection between your employees’ evaluation
and the customer service they provide? These two things might seem entirely unrelated. However, you need to be aware of this link, and how it can affect your firm.
How Employees Want You to Treat Them
In the age of social media, the customer has become close to being all-powerful. And companies are willing to do almost anything to maintain that relationship. Businesses have invested a great deal of time, effort and money into getting to know their customers as well as possible so they can best serve their needs.
However, their investments have come at the expense of their employees. Employees feel as though they aren’t valued. In a survey carried out by the global consulting
firm Towers Watson, 70% of respondents said that their organizations should try to gain as much insight into their employees as they do into their customers.
Why Your Relationship with Your Employees Matters
You might believe that your connection to your customers comes before anything else. While your relationship with your client base is certainly incredibly important, don’t neglect the bond between you and your employees.
Why does it matter? They are the face of your company. And if they don’t represent you properly, they can alienate the customers you’ve worked so hard to win.
Joe Folkman, president of the leadership development consulting firm Zenger Folkman, writes that disgruntled employees can wreak havoc. They can make the experience so awful for your customers, they don’t come back. In addition, these employees can badmouth your firm on the Internet. And if they’re really unhappy, they can steal and leak proprietary information.
Solving the Problem of Disgruntled Employees
There are a few ways in which you can solve the problem of unhappy workers. The fastest solution is to fire those people. It might not be the best answer, though.
Getting rid of employees costs firms. The cost isn’t just financial – You spend time and effort in hiring replacements and training them. Also, the person or people who left had knowledge that the new hires might take months to gain (if they ever do).
Instead of firing your employees, take the time to find out why they’re unhappy and what you can do to change the situation. Employee evaluations are actually a great time to do this. Identifying and engaging disgruntled employees now can make a positive difference for your business in the future.
Grapevine Evaluations: Helping You Gain Insight into Employees
Do you want to know how your employees really feel? Contact Grapevine Evaluations today. Grapevine Evaluations are trusted by such companies as Pandora, Macy’s, and Thomson Reuters.
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