I know it when I walk into a business, and I bet you do too. The look on employees faces and their body language while dealing with you says it all: they like working there or they don’t, they are well-treated or they aren’t, the company cares about employees and customers or they don’t. It’s in their eyes and the bounce in their step. Most can fake it in the greeting, but not much beyond that. If it’s all good, they’re engaged and engaging; if not, they’re just going through the motions without any real concern for your satisfaction. If they’re not satisfied, they won’t much care if you are. There’s a whole litany of things managers can do to motivate and inspire employees – many can be found in these daily messages, but if you don’t have much time or bandwidth, a simple hello, goodbye, and thanks can let them know you care. Then so will they. But if you’re constantly cranky, distracted, and dismissive they’ll feel it and be dispirited because those are as lethal as a bullet. Political and market conditions have produced an unemployment rate of 4.2% (as of last month) – at this rate people who are looking can find a job. But most managers tell me that they can’t find good employees – put those two together and good people who aren’t treated well and are unhappy where they are will look for a better job situation. Treat your employees the way you want to be treated – the way you want them to treat your customers. Do that and dodge the negative customer satisfaction bullet today.
Laura Hillenbrand (born 1967): American author whose two bestselling nonfiction books, Seabiscuit: An American Legend (2001) and Unbroken: A World War II Story of Survival, Resilience, and Redemption (2010), have sold over 13 million copies, and each was adapted for film.
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