Be One of The Best decisions Your Employees Ever Made

“A great leader’s goal should be that every long-term employee considers their decision to join this company as one of the best decisions of their life.”

–John R. DiJulius II

*The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retainemployee experience revolution book Your Workforce, and Drive Business Growth

A great company and its leader’s goal should not be merely about having high employee engagement, high employee retention, higher employee satisfaction, and higher employee morale. All those are outcomes of one critical strategy of an organizational culture: Become one of the best decisions an employee makes in their lifetime.

One of the things I am most proud of as an entrepreneur is our leadership mission statement to our team members:

We want you to make more money than you have thought possible.  However, we want you to feel the money you made was the least valuable  thing you received from this company.

 

I am proud of the mission statement and of how we hold ourselves accountable to it. This is something we advertise to our employees constantly to make sure we are living up to it.

The first part of our leadership mission, “We want you to make more money than you have thought possible,” is obviously measurable. It is the second part that we must define as leaders: “We want you to feel the money you made was the least valuable thing you received from this company.”

The question is, how do we become not only the best professional decision our employees have ever made but also one of the best decisions they have ever made in their entire lives, personally and professionally?

Forget Talent Wars; Grow Your Own Talent

You must ensure your employees are always learning and evolving in their craft, from internal classes to outside education (conferences and online learning) to consuming books, videos, and podcasts. Today it has never been easier to increase one’s intellectual capital. One best practice we have learned is that whenever we send two or more team members to attend an education event, they must present to the rest of the team within ten days what they learned and how it applies to our organization.

*Related – Order The Employee Experience Revolution book

Constant Professional Development

Too often, most employees’ training happens in their first few years with an organization. According to LinkedIn’s Workforce Learning Report, 94 percent of employees say they would stay at a company longer if it simply invested in helping them learn.

“Once you stop learning, you stop excelling.”
—Reed Hastings, cofounder of Netflix

 

This interest in learning and development is particularly strong among younger workers. LinkedIn’s research found that roughly a quarter of Gen Zers and millennials say learning is the number one thing that makes them happy at work. Over a quarter (27 percent) of Gen Zers and millennials say the number one reason they’d leave their job is because they did not have the opportunity to learn and grow.

“Employees will invest more of their heart and soul if they feel invested in”

 

Great brands have employee evangelists of what they do and who they do it for. When you do business with a world-class brand, you see a strong similarity; their employees love their industry, love helping customers improve their lives with their product or service and love the brand they work for.

*Register Now for our Webinar on Thursday, 27 June: Tearing Down Silos by Building Collaboration Across Departments

Recognize, Recognize, and Then Recognize Some More

Did you know that 63 percent of employees who are recognized regularly said they wouldn’t consider looking for a new job? Our loved ones and coworkers are not telepathic about our appreciation; you must continually express your gratitude and appreciation.

“Feeling gratitude and not expressing it is like wrapping a present and not giving it.”


Employees Would Rather Be Criticized Than Ignored

According to a Gallup poll on the “State of the American Workplace,” 40 percent of staffers actively disengage from their work when bosses completely ignore employees. When the boss criticizes regularly, 22 percent of employees actively disengage. So even if employees are criticized, they are more engaged; they feel that at least someone acknowledges that they exist! If bosses recognize just a single strength and reward employees for doing what they’re good at, only 1 percent actively disengage from their expected work. Added to those statistics is that people who go to work unhappily do things, actively or passively, to make those around them unhappy, too.

“We don’t hire people with more winning qualities than anyone else.
We just bring out their winning qualities.”


Never Forget About the Unsung Heroes

Recognize everyone, regardless of position or title; ask for their input and opinions. You may be surprised by what you learn. When the CEO of the Charles Schwab Corporation, Walt Bettinger, was asked about the best lesson he learned in college, he answered that he wanted to graduate with a perfect 4.0 GPA, and it came down to his last final exam. “I had spent many hours studying and memorizing formulas to do calculations for the case studies. The teacher handed out the final exam, and it was on one piece of blank paper,” explained Bettinger. “The professor said, ‘I’ve taught you everything I can teach you about business in the last ten weeks, but the most important message, the most important question, is this: What’s the name of the lady who cleans this building?’”

That test and lesson had a lasting impact on Bettinger. “It was the only test I ever failed, and I got the B I deserved. Her name was Dottie, and I didn’t know Dottie.” Although he had seen her many times, he’d never had a conversation with her, even if to introduce himself and learn her name. “I’ve tried to know every Dottie I’ve worked with ever since. It was just a great reminder of what really matters in life, and that you should never lose sight of people who do the real work.”

Great Leaders Are Obsessively Grateful and Positive

Being shown appreciation for the work they do makes employees feel valued and proud. Celebrating small achievements helps people face larger challenges. It builds momentum. The experience of celebrating small accomplishments sets up a positive dynamic where everyone wants to do better. Routinely, frequently, and generously thanking team members costs nothing and has enormous benefits.

“A person will never go any higher than they think they can.”

Paying more, by itself, is not a long-term solution for retaining top talent. The most powerful approach to being proactive about talent is to invest in your existing team members. People have an insatiable need for attention. We all want to be seen, heard, and valued for our own unique set of skills and contributions. Data shows over and over that employees who receive weekly light-touch attention from their managers are three times more likely to be all-in at work.

Be On a Mission to Catch People Doing Something Right

Do you have a system that reminds and inspires leaders to encourage others on a consistent basis? One of the most effective tools in boosting morale is our “Caught You Doing Something Right” card, which acknowledges some specific positive action or behavior a team member has executed. We keep stacks of these cards in the employee break room, call center, and any other room a team member enters. We started using them as a management tool, and now everyone has access to them. An employee may open his office drawer and find a “Caught You Doing Something Right” card thanking him for helping someone through a mini-crisis the day before. Most employees collect and save these cards.

Our management team is required to catch people doing things right on a regular basis. This is so embedded in our culture that we now have a spreadsheet with every employee’s name down one side

and each manager’s name across the top. The manager fills in the date they last sent each employee a “Caught You Doing Something Right” card. This way we can spot when someone hasn’t been recognized in a while and immediately “catch” them.

We have even held “Caught You Doing Something Right” contests, and the employee who gives the most cards wins a gift certificate to a nice restaurant. The entire team really gets into it. One shy employee went home one night and wrote out over 100 personalized cards to everyone on our staff.

“The only time you should blame others for your results is when you are successful.”

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Get a Case of The Employee Experience Revolution Books for 50% Off!

Many of our clients have contacted us about ordering for their leadership team. As a thank-you gift for helping us become a best-seller, we are offering 50% off of every case of books (30) you order. You can order here and use code EXR50 to get yours at 50% off.

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Employee eXperience Executive Academy Launches this September

leadership academy

Starting this fall will be our first Employee eXperience Executive Academy (EXEA) Class.  Guided by the renowned DiJulius Group, this comprehensive program empowers leaders, HR teams, and emerging managers to create a workplace where inspiration thrives, teams are fulfilled, and growth is inevitable. Through our years of experience, we have seen many companies miss opportunities for leadership development, resulting in “accidental” managers who struggle to lead effectively.  Through no fault of their own, these leaders add to the complexity of attracting and retaining top talent, impacting business growth and success.

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Episode 161 of The Customer Service Revolution Podcast: Improve CX in Contact Centers with Technology

Video of the Week: The advice I would give my younger self

Register Now for Upcoming *Free* Webinars ALL EXR Webinars, The DiJulius Group

27 June:      Tearing Down Silos by Building Collaboration Across Departments

11 July:       Building & Developing Great Leaders

25 July:      Leaving a Leadership Legacy

12 September:  Training Your Employees on the Critical Soft Skills Needed Today

26 September:  Selling as an Experience

10 October:  Turning your Contact Center into a Relationship Center

24 October:  Creating Your Signature Experience

14 November:  Forget Customer Surveys; Learn Real CX KPI’s

6 December:  Service Recover Never and Always

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.