Do you have a clear idea what your employees think of you, your leadership team, and the organization?
Does it really matter? Should you care? It depends. It depends on whether or not you want to grow your customer base, increase the quality of your service, and gratify your customers.
It starts with asking yourself an important question: Are you satisfied with the results you are getting in your business?
Business owners and executives will answer this question differently:
- For a hospital it may be patient satisfaction
- For a retail business it may be same store sales
- For a wholesaler, it may be buying deeper into your product line offering
- For a service business it may be more business per client
The one objective all these businesses have in common is satisfying their customer (or in the case of the hospital – their patient).
And what happens if the owner or executive feels that the organization is not meeting customer needs? One example is patient satisfaction scores. (Many hospitals use a patient satisfaction survey marketed by Press Ganey). They immediately move to remediation actions – fixing it.
Millions of dollars are spent each year to improve how a business does business – or in the case of the hospital, improve patient satisfaction. We see process improvement in its multiple incarnations (lean, six sigma); we see improving information technology. What we don’t see very often is: understanding how the employees feel about their work and their organization.
Too many organizations miss the obvious – employee satisfaction. They take it for granted. We’ve heard some executives say “they ought to be thankful they have a decent job in this economy”. Rubbish. Dissatisfied employees don’t produce their best work. Regardless how good improvement initiatives may be, they will fail when the employees are cynical, distrustful, and lack commitment to their job, to their managers, and to the organization.
It’s like trying to bake a loaf of bread and forgetting to put in the yeast. Try as you may, you will not be successful. The results will be just as flat as improvement initiatives are without employee commitment.
Understanding how the employees’ feel, what they believe is important, and what they believe will improve the business are critical ingredients to a successful organization. So if you are dissatisfied with how things are working in your business, if customer satisfaction is low, if growth is flat – there is a high likelihood that you have a dissatisfied workforce – and no initiative, short of addressing employee issues and concerns, will work for long..
For additional information on key issues and topics on Leadership and Business Growth see our blogs, free articles, white papers and videos at: www.kubicalaforestconsulting.com
Copyright 2011 Kubica LaForest Consulting
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