Great People Make Businesses Great

“The customer is always right” is a familiar mantra that often places staff at the back of a long line of clients. However, the most successful businesses understand that their workforce is the true value generator. Leveraging employee value and fostering job satisfaction has become increasingly important in today’s global economy. Richard Branson wisely states, “Loyal employees create loyal customers, who in turn create happy shareholders. So if you look after your staff, they’ll look after your customers. It’s really that simple.” So, how can you maintain a strong HR policy that cultivates productive and passionate employees?

Hire Right
We’ve all witnessed it: an employee starts as a star but gradually sees a decline in productivity and attitude. This is often the result of hiring based solely on a résumé. A key factor lies in ensuring a mutual cultural fit. While skills and experience are important, don’t overlook qualitative aspects like personality compatibility and synergy with the work environment. Understanding a candidate’s value system can provide insight into how well the brand resonates with them personally. This alignment can significantly influence their likelihood to embody the brand and adhere to its ethos.

Help Them Be Better
A business that invests in its employees fosters reciprocity and mutual respect. Training is an investment in a strong staff base, signaling that you view your employees as future assets. Well-trained workers require less oversight and can take more initiative. For example, Ritz-Carlton’s ‘Service Values’ empower employees to create memorable guest experiences by allocating each staff member a budget to enhance a guest’s stay when opportunities arise. The result? Empowered employees lead to happy customers.

Help Them Understand Their Own Potential
Many employees may not fully grasp what is expected of them or how to achieve more. By clearly outlining performance expectations and maintaining open dialogue, you can help employees visualize their potential within the company and set tangible goals to reach it. Stifling growth opportunities can lead to unfulfilled employees seeking advancement elsewhere. Remember, progress doesn’t always mean a promotion; it can also involve education or enhanced benefits.

Don’t Play Favorites
When establishing rules and boundaries—essential for any well-run organization—it’s crucial to apply a consistent approach. While some employees may have earned special privileges, standard HR policies should apply to everyone. Allowing one employee to arrive late while penalizing another for the same behavior can create frustration and unnecessary power struggles among staff.

Leave Your Door Open
An open-door policy communicates to your employees that they can approach you and vice versa. Many employees find it challenging to voice complaints, especially about their direct managers. Consider implementing an anonymous communication channel, enabling staff to express grievances or frustrations without fear of intimidation, particularly if an HR representative isn’t available.

The New Pecking Order
When you prioritize your employees, everything else tends to fall into place. Happy employees are more likely to show up and contribute fully each day. A shared sense of passion will enhance every customer interaction. Ultimately, by putting your employees first, your customers will naturally become a close second.