There are important factors to check and measure for your business success. Generally, they are financial, process, and people. I focus on all three when I am helping my clients create or update their strategic plan. All three must be aligned. The reason for non-alignment in the business is a lack of clear vision and without a clear vision everyone is on a different page. While that is personally frustrating it can cost your company good employees and customers. In this post I will focus on the people part.
Here are three people processes that need your attention:
- Let’s start with the focused leader. You may be the owner, the manager, or CEO but that does not mean you are the leader. You appoint yourself CEO, but your team will follow you if you are the leader. As managers we can influence the process through which people recognize our leadership by creating an environment where people will join “the team” because they see the purpose of what they are supposed to do and understand the vision, the “big picture” as well as the values of the organization for which they work. Today’s fast-moving business environment demands that the effective leader be both, a well-organized administrator and highly adept in understanding people’s basic needs and behavior in the workplace. Be open with your communication. Share the vision and values but also share your goals. Also, share organizational results. A CEO that keeps company results secret breeds distrust. The most successful businesses and business leaders conduct “open book” management. This is the way to gain trust and commitment.
- Next let’s move to engaged employees. We know that engaged employees matter. However, since the business environment is always changing and evolving, the way we do business and communicate must also change with the environment. Some engagement drivers may have shifted. Be aware. Many findings in older Gallop engagement surveys are important while other points relating to economy and generations have begun to show up. For example, the desire of employees to have the opportunity to do what they do best is still important as is being recognized for a job well done.
There is much room for improvement. There are also still key drivers for engagement which have remain constant. These include the relationship with your immediate supervisor, belief in senior leadership, and pride in working for the company. These and other need to be addressed. Disengaged employees do not contribute and worse, they could alienate your customers.
- Loyal customers are the key to success. Careless unengaged employees can ruin a business by driving away customers. Does the team know how to measure loyalty, how to wow customers, and how to deliver on and exceed expectations? The right people need to be placed in the right positions. Jim Collins talks about this when he says, “Get the right people on the bus, the wrong people off the bus, and the right people in the right seats”. Then focus of the vision, the goals, train, develop, and engage.
If you lead and create confidence with your team. They will all focus on the same goal—creating and retaining loyal customers. Make that a goal in your business.
We can help you create a successful team and loyal customers.
Call us to find out how
Armonk NY call 914-953-4458.
South Florida call 772-342-1066.