Creating happy customers by building a dynamic organization with happy employees

Download Creating happy customers by building a dynamic organization with happy employees

Post on 10-Mar-2016




0 download

Embed Size (px)




<ul><li><p> Dr.Raj Kumar Sharma </p><p>Creating Happy Customers by Building a dynamic Organization with happy employees </p><p>Some of the well-known and most common mistakes, Managers make today are: </p><p>1. Getting business and closing deals is on top of their mind. </p><p>2. Spend too much time in monitoring and collecting the data instead of focusing on developing the sales </p><p>team </p><p>3. They drive number of calls per day each sales person should make instead of quality of calls. </p><p>4. No focus on leading by example and creating role models. </p><p>5. Being too transactional. </p><p> Manager-Employee Relationship is the key to building a dynamic happy sales organization. The </p><p>number one reason why employees leave or are not able to perform is because of their managers and </p><p>should be the key food for thought. </p><p>Most organizations are customer centric and feel that a happy customer is the key to success however </p><p>this is the result of an organization with happy and motivated employees. It is important to understand </p><p>that a happy and motivated employee is the catalyst in ensuring customer delight. We all know, customer </p><p>is the most important thing when it comes to business for any company. The secret to happy, engaged </p><p>employees is treating them like individuals, nurturing their growth and enabling autonomy to be creative, e </p><p>take initiatives, and generally be free to be great at their work. </p><p>Any positive working relationship is based on trust. An environment of trust assumes that both parties will </p><p>be safe, and it carries with it an implicit message that you have each other's best interests in mind. That is </p><p>when employees can accept criticism and even anger from a boss they trust. The employees know deep </p><p>down that the boss really means to help. Without trust in the workplace, communication and teamwork will </p><p>erode. Additionally, morale will decrease while turnover will rise. However, by creating happy employees </p><p>you can build employees' trust in management, thereby making their workplace an environment filled </p></li><li><p>with innovation, creativity, and ultimately higher profits and happy customers. Managers need to be </p><p>proactive in creating an environment of trust apparent to all. </p><p>So how do we build trust amongst employees? </p><p>Being Role model </p><p>An employee always looks up to his or her manager as role model and hence a Manager should be a </p><p>perfect combination of knowledge and leadership qualities. He should be the right combination of being a </p><p>boss and a friend with his or her subordinates. Set example of success by leading them from front rather </p><p>than just being an advisor. Is able to strategize and provide solutions to successfully manage various </p><p>sales and customer situations. Apart for this he should spend quality time with employees with the </p><p>objective of building and grooming them, it's not enough just to be present for meetings and other </p><p>essential tasks and at the same time being honest to them. Remember that honesty is the best policy. </p><p>When you lie to employees, you erode their trust, and that erosion of trust results in a damaged </p><p>relationship. Even when telling the truth is difficult, bite the bullet -- they may not like what you have to </p><p>say, but your employees will appreciate you. </p><p>Inter Personal Skills </p><p>People come from different places and backgrounds at the work place without knowing history or back </p><p>ground of each other. It is important for a Manager to understand each employee and their personal </p><p>environments understanding are really important. As a manager it is important to develop relationship and </p><p>rapport with each employee and to achieve this manager should be the right combination of boss and </p><p>friend. Good interpersonal relations can get things done faster and more effectively .If you want to have </p><p>good relationship with your employees, you have to be there for the ups and downs. Having a friendly </p><p>relationship with your workers can be a desirable thing, as relationship of this sort makes the workplace </p><p>more comfortable one. Being close friends with your employees, on the other hand, could be a poor </p><p>choice. A proper balance between professional and personal relationship between the employee and </p><p>manager is the recipe for success. </p><p>Be Accessible and Communicate openly </p><p>Have an open door policy. If employees feel comfortable coming to you with new ideas, concerns, or, in </p><p>the worst-case scenario, complaints, then it's easier to establish the natural give-and-take that comes with </p><p>strong relationships. Many organizations fail to retain employees or not able to create a healthy work </p><p>environment because their managers are difficult to access and are not able to communicate with them </p><p>openly. This only builds frustration amongst employees and a unhappy employee creates more </p></li><li><p>unhappiness not only in the work place but also amongst customers. A manager should communicate </p><p>and remove all roadblocks for employees to approach him or her. If a manager wants to build an effective </p><p>employee relationship, he/she should try to communicate in a transparent manner regarding what is </p><p>expected out of them, give the right feedback at the right time and on regular intervals by citing examples </p><p>and how to improve. This helps in developing the capabilities and imposes trust and confidence in the </p><p>manager. Only Criticism without feedback may just go opposite. </p><p>Inclusion </p><p>Include employees in important decisions whenever possible. When employees work together to create </p><p>policy, set organizational goals, choose the tools they need to work and make other decisions integral to </p><p>the organization, they feel valued and important to the organization and to you. In other words Empower </p><p>your employees, but this may take time as empowerment is based on trust between Manager and </p><p>Employees. </p><p>Be Fair &amp; Resolve Conflicts </p><p>As a manager it is important to treat all your employees with equal fairness. Any bias to a particular </p><p>employee could be detrimental to the managers image of being a role model and building trust. Have a </p><p>positive attitude towards all employees. Instead of allowing your preferences to be known, treat all </p><p>employees the same, showing them all that they are equally valuable and appreciated within the </p><p>workplace. Normally conflicts do arise in the workplace between employees or employee and manager </p><p>.As a good manager and leader do not let it grow , rather as a true leader and as a concerned manager </p><p>you should proactively resolve the situation by listening and understanding the issue from both sides . </p><p>Finally, I would say that great service and customer delight is only delivered by </p><p>satisfied and happy employees. So as a manager one should focus on building a </p><p>team of happy and satisfied employees. </p></li></ul>