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Happy Employees; Happy Customers
Dec 8Defend this: Disgruntled employees make good products.
Heck, defend this: Indifferent employees make good products.
About the Author
Frank Roche
Frank started IFRACTAL over 7 years ago with Sarah Chambers. Together, they've created HR communications and HR software for some of the world's leading companies. Frank is also studying Flamenco guitar and origami.
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Can’t defend that for (to me) obvious reasons. Unhappy people, indifferent people who aren’t getting the rewards they need (in various ways) generally don’t care a whole lot about the quality of their work.
I think you might be talking about what I call “Trickle Down Management Theory” (I’m not sure that’s completely original but I’ve never seen it anywhere, though I don’t read management texts either lol).
Basically: what you see in a cashier, clerk, food server, sales person or anyone on “the front lines” is what’s going on above them and behind the scenes. Generally speaking, of course, and when there’s a pattern. That would apply to a tangible product as well.
You can’t disgrunt your way to profitability.
That’s the case…I can’t imagine a situation in which people who feel disenfranchised will do the work necessary to make profit.
OK, I’ll bite.
Disgruntled and indifferent employees might be making ‘good’ products because they’re just happy to have a job. But I’d be willing to put skin in the game to say they’re looking for something better if/when the opportunity presents itself, and when it does they’re moving on. Couple that with all the complaining about their bad day(s) with their boss, company, whatever, to their day to friends, associates and family and they’re not exactly painting a nice picture about the company or its products/services.
Back to making good products… do you think these individuals are willing to raise their hand with an idea that will help make that product GREAT? Not if they’re not getting anything in return. Most don’t even get a pat on the back or a “Hey, thanks John, that’s a great idea, we’ll consider it.
If they are the disenchanted cashier, store associate, call center rep or other front line employee, they’re probably just going through the motions to get to the end of the day and collect their paycheck. As disgruntled as they are, I doubt they’re going to go the extra mile to create a fantastic customer experience (or product) that brings people back for more.
So sure, unhappy employees might still be making so-so products. But give them the direction (how) and the recognition they need and deserve while showing them exactly how they’re personal and team contributions help make the company more successful (like tying behaviors and rewards to business strategy) and maybe, just maybe they’ll become a little less disenchanted and start to contribute to great outcomes.
Who knows, the customers might just start noticing this and become a bit more loyal. Doesn’t that equate to increased profitability?
Thanks for allowing the opportunity to share a few thoughts on the topic
Frank, thank you so much for raising this issue and great to know everyone else’s comments. Because I have spent several years in customer service, managed employees and now have mastered my knowledge in human resource which most importantly taught me that a happy employee produces and helps reach organizational objectives. I have worked several jobs and I believe that good customer service gets initiated when managers and peers share a fantastic working relationship with their employees. A staff member usually has the tendency to deal with a customer the same way their manager or supervisor treats them.
Having worked in banks, I realized that each and every employee should remember, as Leah stated, are in “the front lines” and that a bank’s objectives of being the most reliable one depends on how well a customer is treated and how accurately their transactions are processed. And to top it off, an employee isc commended for, rewarded and earns a good name, which motivates them to continue performing well. On the contrary, a teller for instance, will not be respectful to its customers nor provide the expected service, if they are treated without respect and thus a disgruntled employee gets created.
Charee, great points you have added about identifying indifferent employees hanging on and making so so products because they have a job and working merely to get a paycheck and not having a direction. I attest to your thoughts based on personal experiences and observations. I feel that the employees may prove to be an organization’s money wasters and may create distractions for company productivity by showing absenteeism, tardiness and by creating unwanted turnover, thus stalling productivity.