Employees And Customers Comparisons

Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Richard Branson
I hope the disgruntled employees in your organisation are apathetic.
I hope they’re the sort of folk who turn up, take naps under their desk and go home.
Honestly, I do.
Because the alternative is much, much worse.
See, some disgruntled employees still go through the motions. They’ll do what’s expected of them… but no more.
There won’t be any “service with a smile”.
They won’t go above and beyond to make your customers happy.
They’ll simply do what they need to in order to avoid punishment.
If these sorts of people end up working for you, the sane and proportionate response is to panic. Whether you’re hiring dejected folk or you’re wearing down your talent, either way is a crisis.
But, honestly?
Most managers don’t notice these lacklustre employees.
Or if they do, they don’t know how to help them. They’ll probably blame the employees for being unmotivated slackers. That’s a copout. If the workplace expects and rewards great work, then employees either rise to the standard or (if they really are slackers) quit.
Most workplaces are all talk. The leaders say they want superstars, but they don’t do anything to ensure that. There are obstacles to excellence and no one is accountable.
So some employees become quietly disgruntled.
Going through the motions every day.
Then some of them start realising how bad it is.
How hard work and innovative ideas aren’t rewarded.
Or even acknowledged.
So they become the employees who nap at work.
Who leave for long coffee breaks whenever no one is looking.
Who do far, far less than the bare minimum.
And if they keep sliding unchecked?
Eventually, they start actively working against you.
Anyone who’s worked in retail or hospitality probably has some stories. Among the most toxic fast food franchises, you’re lucky if they spit in your food.
I remember reading one story about employees standing barefoot in containers of shredded lettuce, then serving that to customers.
Or a pizza delivery guy peeing on a customer’s house.
Blame slackers if you want.
Blame millennials for having poor work ethics.
The truth, though?
No one aspires to this.
Most people want to do honest work, be recognised for it, earn their money and feel like they make a difference.
Everyone wants to trust their employers and be trusted in return.
When your employees hate you, so do your customers.
When you see your employees as the enemy who need to be micromanaged, who see the customers as the enemy too.
With that, you’re always on the verge of a bad customer experience going viral.

The best way to enhance your organisation is with the ultimate advantage: trust.
But how do you measure something like that, let alone improve it?
Especially if your workforce is stretched thin, cynical and burned out on change?
There are simple, effective and proven strategies you can begin implementing today. I know you can unlock the creativity, productivity and joy of your employees.
Learn how today with my free white paper and all the resources you need to launch your own trust-based change initiative:
https://battenandking.com/advantage

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