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6 Steps to Adapting Your Client Retention Strategy to Your Coworkers & Collaborators

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6 Steps to Adapting Your Client Retention Strategy to Your Coworkers & Collaborators

  1. 1. 6 Steps to Adapting Your Client Retention Strategy to Your Coworkers & Collaborators
  2. 2. TABLE OF CONTENTS 01 Are you genuinely interested? 02 Offer a great product experience 03 React to issues quickly 05 Reward positive ambassadors 06 Find meaning in the bigger picture 04 Demonstrate that you appreciate their work, in a meaningful way
  3. 3. Are you genuinely interested? Start by being genuinely interested in who they are, beyond what they can do for you. Customers are not just wallets – and employees are not just an “asset”, they’re human beings. Helen Gallagher, Global Head of HR, Morgan McKinley Group says, “It’s been fantastic in terms of having these check-ins and adding the more personal touch to team meetings or to one- on-one meetings, having that ‘how are you?’ as well as how are you doing in terms of productivity and KPIs. It’s getting in touch with the person, and really re-connecting with them and understanding what’s going on. The feedback has been positive and we’ve seen really good levels of engagement in terms of team morale. “ Why Mental Health Matters Helen Gallagher Global Head of HR Morgan McKinley Group
  4. 4. Offer a great product experience Give employees the means to do good work You make sure your product or service truly solves a pressing problem for your customers and that it delivers on its promise; also that it’s easy and intuitive to use, not frustrating. You make sure customer reps and salespeople or store clerks welcome customers like the important people they are. Make the same effort for your employees. The great product experience you offer a co-worker is the company itself: • great company culture • a great place to work • the feeling that one can do good work without frustrating obstacles standing in the way
  5. 5. Offer a great product experience Give employees the means to do good work A key element of engagement is doing what you love in a meaningful context. If people are spending time learning more about a subject they enjoy and find ways to apply that in the workplace, it can dramatically help their views about their job, boosting engagement and hence retention. Actively devise a professional development plan with your employees and support them on this educational journey. From online e-learning modules to investing in a professional qualification, education is not just for employees who are new in their role.
  6. 6. React to issues quickly Employees won’t savage the company on social media in the way an irate customer might, (although forums like Glassdoor give them a platform to do so now) but reacting to issues quickly shows people they are valued. Listen to them and solve their problems, as you would with customer complaints. People want to do excellent work that has meaning, they want to move the needle and get results for their company: giving them what they need is a huge win-win. 96%of job seekers say it’s important to work for a company that embraces transparency. Glassdoor User Survey, 2014
  7. 7. Demonstrate that you appreciate their work, in a meaningful way Offer perks and gifts to customers? Do you do the same for co- workers? Small gifts, parties, celebrating results and milestones, even small ones, cement good feelings. Acknowledge personal events (a birthday, a wedding, etc.) as well as team events (a big sale, a new client, a completed project). According to the Global Wellness Institute, just 9% of the workforce have access to corporate wellness programs and sadly, only 25% believe their employer offers workplace wellness services because it actually cares about their personal wellness. This means there is immense opportunity to show your employees you truly care with a genuine wellness programme.
  8. 8. Demonstrate that you appreciate their work, in a meaningful way Company-wide initiatives like offering healthy food options and opening a gym or offering exercise classes as a way to release tension have been proven to boost wellness, morale and productivity for two reasons: 1. Employees are in better health and less stressed 2. They are grateful because they feel valued
  9. 9. Reward positive ambassadors • Who among your co-workers makes your company a great place to be? Who is kind? • Who is lots of fun? Who is the problem solver who will run to the rescue? Who inspires • colleagues to higher standards? Who has a positive influence on the place? Find out who these people are, look for the ‘positive deviant’, and give them a position or engineer their existing position so that their positive influence can be felt far and wide. Don’t lock them up in the corner office but make them part of a team working on a strategic project.
  10. 10. Find meaning in the bigger picture Just as customers are increasingly concerned about companies' impact on the human and natural environment, employees want to make a positive difference in the world and not just push paper all day. It is crucial to highlight how their contribution is making the company, local community and the world better places. In addition, enable them to bring their personalized value system to work. • Is there a budget you can give to each employee to donate to a charity of their choosing? • Can the company donate a certain number of days of that person’s time to volunteer? • Could your staff offer their own sick leave that they may not use to another staff member who is going through a time of hardship?
  11. 11. Find meaning in the bigger picture Finally, as you take these steps within your company, ensure that the world knows about it by applying for “Great Place to Work” awards and the Investors in People Quality Standard, so that you are recognized internally and externally for your efforts.
  12. 12. Created by M3S Total Talent Solutions Connect with us

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