How to Get Your Employees to Commit to Customer Service
Most businesses nowadays are aware that if you want your customers to be happy and suffice with your service, your employees must have a positive mindset. The thing is, not all businesses know how they can make sure that their employees are happy.
To make your employees happy with their job and generally more enthusiastic about their work, they must be committed. To get them to this point, you must encourage them and point them in the right direction.
Even though statistics have shown that a measly 15% of employees feel actively engaged in their work, studies have gone to show that when it comes to employee performance, employee engagement plays a key role.
The question is, how are you able to alter your employees’ mindsets so that they want to get on with their work, opposed to them doing it because they have to? On top of that, how can you positively reinforce your employees from a management perspective?
The chances are that if you’re reading this, you’re in charge of your business. If that’s the case, then it’s part of your job to give your employees the positive reinforcement that they need. Unfortunately, not many managers nowadays do this.
By positive reinforcement we don’t mean rewarding your employees for doing their job, that’s a completely different topic. If you were to take this path and reward your employees regardless of how hard they worked, you’d be shaping their work ethic badly. They’d quickly grasp that regardless of how much effort they put in, everyone is going to be rewarded equally and so what’s the point of them working hard?
Positive reinforcement is different for all employees and should be delivered on a personal level. When an employee does something right which they’ve only just learnt, give them a pat on the back and tell them that they done a good job. If they come to you for help, set them on the right path and once they’re on it, tell them they’re doing well and to continue with the quality of work that they’re producing.
If you see an employee is struggling with their work, don’t be afraid to approach them and help get them started or clear up any uncertainties.
The smallest details, such as congratulating your employees, will make them feel better about themselves and will motivate them to continue working hard.
If you’re a manager or a business owner, and you don’t take the time out of your day to talk to your employees and tell them that they’re producing good work, you’re not fulfilling your job.
There are 3 types of employees. Below is a breakdown of each type of employee.
Non-Compliant. A non-compliant employee is someone who refuses to follow the rules which you have in place and who believes that taking risks is the only way to succeed.
Compliant. A compliant employee is someone who will follow the rules provided that they are being watched, but as soon as they are alone they will proceed to take risks or shortcuts to get the job done.
Committed. A committed employee is someone who will always follow the rules, regardless of whether they’re alone or being watched. They have no intention of taking risks or shortcuts.
Of course, the preferable type of employee is a committed employee who has the mindset that if they work hard and by the rules, the job will be done to a high standard. This begs the question, why aren’t all employees like this? If they were all like this then they’d be a lot more successful?
This is true, but the answer is simply that management teams don’t give their employees enough attention.
Back to Reinforcement
If a manager isn’t giving their employees any attention then when an employee does an exceedingly good job, they don’t get a “pat on the back”. This puts an employee into the mindset of, “If I can take a shortcut and get the same result, what does it matter?”. This is a bad mindset and can be bad for business.
By congratulating employees for doing things the right way and punishing them for doing them the wrong way, you are reinforcing them to get on with their job, work hard, and do things as they should be done.
Unless this sort of employee reinforcement is in place, your employees aren’t going to perform at a high level and your business may suffer. The proper reinforcement ensures that they are engaged in their work, they are committed to doing a good job, and above all, it ensures that your customer service is constantly improving.