Customers and employees have a lot in common when it comes to interactions with the business . According to statistics , feeling unappreciated is the number one reason why a customer would go elsewhere for their products or services .
Feelings of unappreciation may also be why employees would leave their jobs for greener pastures . Paying heed to the needs of your employees and customers can ensure a better relationship with both , and a better retention rate of your valued employees .
Service-based businesses can run the risk of high turnover . In fact , the average turnover rate in the service industry is a whopping 47 %; the voluntary turnover rate for customer service and contact center operations is up to 9.5 %.
The ongoing Great Resignation is also contributing to higher rates of people leaving jobs for those they deem better . All the more reason to concentrate efforts on employee engagement .
THERE IS A DEEP CONNECTION BETWEEN CUSTOMER AND EMPLOYEE IN SERVICE-BASED BUSINESSES .
ENHANCING THE EMPLOYEE EXPERIENCE
There are many ways to enhance the experience of one ’ s employees . Approaches may vary depending on the type of business , the customer base , and the culture of the business that has already been established .
Experience can also mean something different to each individual employee . One person ’ s amazing experience can be another person ’ s reason to consider other options .
It ’ s important to listen to one ’ s employees and tap into what makes them thrive , what experience they seek , and how they see the workplace from their perspective .
The positive employee experience begins with open communication . Conversation platforms such as Slack have greatly improved communication between employees and managers , even between CEOs and lower-level employees .
However , employees need to have face time as well . Placing an emphasis on strong communication within the organization is a good place to start .
Many employers may say they have an “ open door policy ,” but how well is that policy put into play ? Do employees feel comfortable coming to the owner or their manager with suggestions , concerns , or even complaints ? If there is an issue with a customer , do employees feel their take on a situation is being heard ?
Gather employee feedback on a regular basis and listen to what they have to say . While you may not always choose to implement everything employees suggest , employees who feel their feelings and concerns are considered are more likely to report a higher level of satisfaction with their roles .
MAKING THE RIGHT HIRE
Enhancing the employee experience starts with the hiring and onboarding process . Knowing the type of employee you want and need from the get-go will help guide good hiring practices . A thorough onboarding process will help new employees ease into their positions and get a good impression of their new jobs from the outset .
Although more and more businesses are using artificial intelligence ( AI ) tools in the hiring process , the interviews should still be more personalized .
Take the time to get to know the people who wish to become a part of your team . Owners know their businesses and should seek out those who would best fit the environment and culture they hope to build . Knowing exactly who your ideal candidate is from the outset will help guide hiring decisions .
To set the stage for an encouraging and engaging work environment , business owners need to be clear about expectations and scope of work within their job descriptions and during the hiring and onboarding process . Employees should have access to and knowledge of the organizational chart for the business and know who to go to if questions or issues arise .
EMPOWER YOUR EMPLOYEES
Many people who work in a customer service-based industry may feel a lack of autonomy within their jobs . This is
EMPLOYEE EXPERIENCE
especially true if they work for a large chain company with strict standards for processes . These employees may not feel as if they can make their own creative choices or give suggestions for how to improve things .
But by giving employees in service-based businesses the opportunity to have agency within their positions , you ’ re empowering them to take ownership of their jobs . They will be more likely to have pride in their work and pass that sense of ownership and pride on to the customer through excellent customer service .
TAKE THE TIME TO GET TO KNOW THE PEOPLE WHO WISH TO BECOME A PART OF YOUR TEAM .
PROMOTE DIVERSITY , EQUITY , AND INCLUSION ( DEI )
Just as you want all customers to feel welcome within your business , you want employees to feel welcome as well . While 80 % of employers in a recent survey said that DEI initiatives were a core part of their businesses , many may have a way to go on the path towards robust DEI platforms .
Customers want to see diversity , and employees do as well . Promoting a healthy DEI approach within your workplace is good not only for employee satisfaction , but also for the company ’ s bottom line . A Gartner study showed that 75 % of businesses with inclusive decision-making teams exceeded financial targets .
RECOGNIZE A JOB WELL DONE
Most , if not all employees want some recognition for the good work they do . Managers and business owners can develop different ways to recognize employees , incentivize them , and reward their work . Great incentives may include bonuses , time off , and gift cards . Make sure to ask employees what they would like to see as incentives and listen to their feedback .
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