Why you should treat your employees like your customers
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Your customers are what keeps the lights on. But who delights your customers? Your employees. Find out why you should treat your employees like your customers with this SlideShare from ZenPayroll and Kin HR. Learn what it means to bring employee success to your organization.
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Why you should treat your employees like your customers
- 1. Why You Should Treat Your Employees Like Your Customers Why You Should Treat Your Employees Like Your Customers Wednesday October 22, 9AM PT www.zenpayroll.com www.kinhr.com
- 2. Why You Should Treat Your Employees Like Your Customers Joshua Reeves Co-Founder and CEO Craig Bryant Founder and Product Manager www.zenpayroll.com www.kinhr.com
- 3. Why You Should Treat Your Employees Like Your Customers The Customer is Always Right www.zenpayroll.com www.kinhr.com
- 4. Why You Should Treat Your Employees Like Your Customers www.zenpayroll.com www.kinhr.com
- 5. Why You Should Treat Your Employees Like Your Customers Treat Your Employees like Customers www.zenpayroll.com www.kinhr.com
- 6. Why You Should Treat Your Employees Like Your Customers Think of Your Workplace as a Product www.zenpayroll.com www.kinhr.com
- 7. Why You Should Treat Your Employees Like Your Customers Turnover is expensive. Retention doesn’t have to be. www.zenpayroll.com www.kinhr.com
- 8. Why You Should Treat Your Employees Like Your Customers Source: American Progress www.zenpayroll.com www.kinhr.com
- 9. Why You Should Treat Your Employees Like Your Customers Think of your workplace as a product that your employees consume. Six Easy Steps www.zenpayroll.com www.kinhr.com
- 10. Why You Should Treat Your Employees Like Your Customers 1 Create a dedicated operations team for your workplace in the same way you would your product. www.zenpayroll.com www.kinhr.com
- 11. Why You Should Treat Your Employees Like Your Customers 2 Make annual performance reviews more valuable by adding frequent, informal check-ins with employees at least quarterly. www.zenpayroll.com www.kinhr.com
- 12. Why You Should Treat Your Employees Like Your Customers 3 Say ‘thank you’ and ‘good work’. It’s free. www.zenpayroll.com www.kinhr.com
- 13. Why You Should Treat Your Employees Like Your Customers 4 Be honest. It’s not all peaches and cream. www.zenpayroll.com www.kinhr.com
- 14. Why You Should Treat Your Employees Like Your Customers 5 In addition to personnel reviews, make sure everyone is giving feedback on the company and workplace itself. www.zenpayroll.com www.kinhr.com
- 15. Why You Should Treat Your Employees Like Your Customers 6 Keep direct report numbers low. Just like in product teams, the smaller the better. www.zenpayroll.com www.kinhr.com
- 16. Why You Should Treat Your Employees Like Your Customers Conclusio n Without talent, our businesses won’t survive. Structure workplace operations like you would your product team and you will help your employees succeed, and improve retention. www.zenpayroll.com www.kinhr.com
- 17. Why You Should Treat Your Employees Like Your Customers Focus on Employee Success www.zenpayroll.com www.kinhr.com
- 18. Why You Should Treat Your Employees Like Your Customers What is Customer Success? www.zenpayroll.com www.kinhr.com
- 19. Why You Should Treat Your Employees Like Your Customers Customer Success Marketing Sales Initial Product Experience Mature Product Experience Support Product End of Life www.zenpayroll.com www.kinhr.com
- 20. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting www.zenpayroll.com www.kinhr.com
- 21. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting When recruiting, it’s important to be transparent about the opportunity. www.zenpayroll.com www.kinhr.com
- 22. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting Treat all interviewees as if they are all getting hired. www.zenpayroll.com www.kinhr.com
- 23. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting Employee on-boarding is more than the I-9 and W-4. Leverage this opportunity to showcase your culture to your employee. www.zenpayroll.com www.kinhr.com
- 24. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting Employee education isn’t just a tax break (see IRS Publication 970). It’s critical to retention. www.zenpayroll.com www.kinhr.com
- 25. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting Mentor your employees and see retention and productivity increase! www.zenpayroll.com www.kinhr.com
- 26. Why You Should Treat Your Employees Like Your Customers Employee Success Interview Employee Onboarding Employee Education Employee Mentorship Employee Departs Recruiting An employee’s departure can be challenging. If you do it right, it can be empowering for other employees to be better in their roles. www.zenpayroll.com www.kinhr.com
- 27. Why You Should Treat Your Employees Like Your Customers Valuing Your Product and Customer Means You Value Your Employees www.zenpayroll.com www.kinhr.com
- 28. Why You Should Treat Your Employees Like Your Customers Thank You! www.zenpayroll.com www.kinhr.com
- 29. Why You Should Treat Your Employees Like Your Customers Free 2-month trial See for yourself why thousands of small businesses love ZenPayroll – the world’s most delightful payroll solution. www.zenpayroll.com www.kinhr.com
- 30. Why You Should Treat Your Employees Like Your Customers Get two months free! Streamline HR for your entire team with Kin ● Employee Time-Off Management ● Team Calendar and Directory ● Employee Data and File Management ● New Hire Onboarding ● Syncs with ZenPayroll! www.zenpayroll.com www.kinhr.com
- 31. Why You Should Treat Your Employees Like Your Customers Q&A www.zenpayroll.com www.kinhr.com
Notas del editor
- Thank you for joining us for the webinar “Why You Should Treat Your Employees Like Your Customers”, hosted by ZenPayroll and Kin HR.
- I’m Josh Reeves, CEO and co-founder of ZenPayroll. I was born and raised in the San Francisco Bay Area, and started ZenPayroll three years ago with two co-founders. Much of my career has been focused on making the life of a business owner and the employee much simpler, and we’re on a mission at ZenPayroll to make payroll modern and delightful. We’re fortunate to be joined by Craig Bryant, founder of Kin HR. Craig -- can you do a quick introduction on yourself? Some quick housekeeping items. As a reminder, if you have any questions, please ask them on the GoToWebinar app and we’ll get to them at the end of the presentation. Our goal is to leave quite a bit of time for Q&A. TRANSITION: Let’s get started ...
- We’ve all heard the famous adage: The customer is always right. At ZenPayroll, we pride ourselves on our customer service. We routinely conduct a net promoter score of our customers to find out how we’re doing. I’m happy to say that more than 80% of our customers recommend ZenPayroll to their friends. We’ve heavily invested in our industry-leading customer service and it shows. TRANSITION: But what about the net promoter score for your employees?
- Because of services like Glassdoor, most companies have an equivalent of their net promoter score online and visible for new hires, competitors, and current employees. Now, potential hires can find out things about ZenPayroll’s culture, how the employees view the company’s direction, and even our benefits. We know with an improving economy, employees now have more options. And with services like Glassdoor, it’s even more important to treat your employees well.
- For the next 30 minutes, we’ll go through two methodologies that will help you maximize your employees’ performance. TRANSITION: Craig, why don’t you start us off with the first approach, which is ...
- > workplace isn’t just a bi-product of the company, it’s a primary driver in the company’s success > challenge is, most entrepreneurs aren’t HR specialists, > to help them understand, i talk about the workplace being a product that’s consumed by employees > thinking of the workplace as a product brings all sorts of familiar tools and experiences into focus and helps entrepreneurs approach it using the skills they already possess. > But why care about the workplace to begin with? (next slide)
- > short pause, then to next slide
- Source: http://www.americanprogress.org/issues/labor/report/2012/11/16/44464/there-are-significant-business-costs-to-replacing-employees/ > Companies that are more concerned with finding new customers and dealing with churn have a much bigger challenge than companies that put effort into product improvements and customer retention. > Same goes with the workplace. Companies that are always hunting for replacements lack a foundation of culture and lineage. > Companies that spend time gauging the success of their workplace, and improving it, will improve employee sentiment, and spend less money on employee churn. > That means putting resources into building a workplace and employer brand that keeps employees engaged and loyal.
- > so, here are six low cost, high impact ideas to get you started with workplace development > i’ve structured each to talk about the business/product parallel first to help keep things familiar.
- //parallel > You provide support for your customers/clients, right? Employees need the same treatment, and we as employers need to consider it just as critically. //analog > Analogy of a pro sports team. The folks on the sideline are there to ensure the players _can_ perform to 100% of their ability. They have the tools, knowledge, and support structure they need from the ops folks. Everything else is up to them. > note: doesn’t have to be a ‘big team’ … rather, think of the responsibilities and deliver them
- //parallel > only checking in w/ a customer after they’ve decided to leave you is weak. > Customer touchpoints are a tool to help drive product improvements and innovation. While customers come to you with problems, we need to reach out to them regularly as well. //analog > Nothing in an annual reviews shouldn’t be a surprise, they should be a summary of the past year. > Lunches, walks, or even quick instant message convos are easy ways to realign employees w/ their objectives, and to catch problems/challenges early.
- //parallel > Don’t let the product do all the talking. Personalized thank you’s go a long way toward customer loyalty … and they’re cheaper than ‘free product’. //workplace > Formal recognition, like raises and equity are fantastic, but they’re status quo. Small, frequent acknowledgements, both one to one, and in front of a larger group help form social bonds. A pat on the back, along with a “truly, thank you, i know it’s been a hard month” play a huge role in retention. > Get out of the ivory tower.
- //parallel > The best products fail. It’s how the company manages the failure, and makes good with their customers that distinguishes good companies from great. Think about Apple and their iPhone replacement strategy. > Customers want to know they’re in good hands. Part of that trust comes from experiencing the company/product from the inside. //workplace > Every company has good times and bad times. Getting out in front of anticipated events and downturns gives employees confidence that there’s someone at the helm. You also hire smart people, right? Lot’s of times, they’ll be willing to help by sharing ideas, chipping in extra hours, etc.
- //parallel > While the end product is the 800lb gorilla in most customer support calls, the customers experience goes well beyond just how they engage with that product. Their satisfaction is also driven by how the organization behind the product is performing. //workplace > As employers, we typically think about performance reviews as being people-centric -- either employee reviews, or manager reviews. Well, the workplace deserves a regular check in as well. It needs objectives, roadmaps, and feedback just as much as the people who come to work at it every day.
- //parallel > The customer support and sales staffing equation: how much is too much for a single person to handle? It can drastically limit how much time a salesperson has to win an account, or vice versa, it can become an incredibly uneconomical way to win business or provide support. //workplace > A 2014 study conducted by the Harvard Business School found that, on average, the average span of control for managers is 7.4, which means, on average, 7.4 employees report directly to their manager. > Technology doesn’t do everything. Back to slide #12, there needs to be enough time to make the experience personable. > Same goes w/ oversight in the workplace. Too small a number of direct reports could mean there’s too much bureaucracy. The opposite means that employees may be going with out a proper amount of feedback and time with the company’s leaders. Both can spell doom for retention.
- Thanks Craig! Thinking of your company as a product is a clever way to get the most out of your employees, while enabling them to reach their full potential. Another way to look at maximizing employee performance is through a concept called “employee success.” TRANSITION: It’s an idea that borrows from the term “customer success.”
- Now the next question is, of course, what is customer success? It depends on who you talk to. In my opinion, customer success is your customer’s full appreciation of your product or service’s value proposition, from the very first interaction to ongoing maintenance and support. At ZenPayroll, we are incredibly product-focused. That means we want you to have a delightful experience from the first time you run payroll. While we don’t anticipate a lot of customer service calls, we do pride ourselves on having the best support team in the business. TRANSITION: There are many building blocks that impact the customer experience. What does customer success look like, beginning to end?
- Here’s one framework that you can use. Given these multiple building blocks, you want to create a truly seamless holistic experience for your customer from marketing materials, your sales calls, the product experience, customer support, …. and if your product has a shelf-life, even what happens when your customer is done with your product. This means all aspects of the company is involved. TRANSITION: Now, how does this relate to our core topic of employee success?
- Like customer success, employee success should be a holistic experience for your employees from when you recruit them to when they potentially leave the company. This means, you want to start focusing on your employee’s success even before they join the company! TRANSITION: Let’s go through these one by one.
- It begins with your recruiting. When you recruit, you want to be honest and transparent about the opportunity. A critical component of employee success is matching the employee’s skillset with the position. At ZenPayroll, we try to be upfront about the scope and seniority of the position. This aligns the candidate with the opportunity, which leads to happier candidates and more effective hiring managers. TRANSITION: It also helps make the interview phase more productive and effective.
- The interview is one of the rare opportunities to showcase your culture to people outside the company. Of course, not all candidates are going to get hired. That’s why it’s important to treat each interviewee as if they are all getting hired. When you treat your candidates equally well, you give your company a brand of being fair. For the candidates who do get hired, this makes them more likely to promote the company to their friends. And if you’re really effective, you may even make candidates who aren’t accepted become advocates for your company. TRANSITION: The next step in employee success is an area we’ve invested a lot of time in at ZenPayroll.
- It’s employee onboarding. For many companies, employee on-boarding includes the mandatory legal and regulatory items. Of course, you’ll have to fill out a form I-9, a form W-4, and do local state new hire reporting for your new teammate. But If that’s all you do as part of your on-boarding, you are missing a big opportunity to showcase your culture. At ZenPayroll, our employee on-boarding process is ongoing throughout the employee’s tenure. On Day 1, we welcome the employee with a balloon, a starter kit with on onboarding handbook and all their office supplies, plus a watermelon. The watermelon is an inside joke in the company, and we share the origin story of the watermelon in our all hands meetings when we welcome new hires. The employee also gets an onboarding buddy. This person is usually a more senior employee from a different group. This onboarding buddy has responsibilities throughout the employee’s onboarding process, for example on Day 1, Week 1, and Month 1, etc. This helps the employee learn more about the ZenPayroll culture and feel more welcomed into the ZenPayroll family. TRANSITION: Of course, the onboarding doesn’t end at the end of the first month. To truly maximize your employees’ performance, you want to help them with ongoing learning and growth.
- Did you know that you can deduct up to $5,250 in your employee’s tuition costs? That means if you pay for a qualified employee’s tuition, up to $5,250 is not counted against the employee’s wages, giving the employer and employee important tax savings. Why is this important? In a study by the Society of Human Resource Management, 84% of employees listed job specific training as “very important” or “important” in a survey on job satisfaction. Employee education gets the dual benefit of not only increasing retention, but also making your current employees more productive. At ZenPayroll, we routinely hold brown bag lunches. Typically, a lead of a particular function, such as online marketing or an engineering product owner, will go through their role over lunch. It’s a great way for the rest of the company to learn a bit about each other. TRANSITION: But on-the-job training is just one aspect of an employee’s education.
- Employee mentorship is also a very important part of increasing employee performance. In the same study from SHRM, the #4 most important aspect of job satisfaction was the “Relationship with one’s immediate supervisor.” It’s important to understand that mentoring your employees is a critical part of employee success. Just like you wouldn’t abandon your customers after they purchase your product, you also don’t want to abandon your employees after they’ve joined your company. TRANSITION: Of course, we know not everyone stays at their company forever.
- At ZenPayroll, we invest in our employees so they think of themselves as owners. This means employee turnover is incredibly low. That’s a testimony to our company culture and how we recruit and hire. But we know that eventually, some employees at ZenPayroll will leave. An employee departure is challenging, especially if the employee was well-liked and productive. That’s why we make it clear up-front that one of our goals to employee success is career empowerment. Within ZenPayroll, career empowerments means increasing responsibilities and continuing education. But outside of ZenPayroll, it means our employees are better equipped to take on their next challenge. TRANSITION: That’s why when you think of employee success, you have to think holistically from start to finish.
- So in summary .. When you value your product or customer, you will also value your employees. And valuing your employees means you can get the most out of them. We’ve talked about two philosophies today … (1) Think of your Workplace as a Product, and (2) Focus on Employee Success.
- Craig and I have really enjoyed speaking with you today and we’re about to transition to Q&A. TRANSITION: Before we do that, we wanted to share a few things about how ZenPayroll and KinHR can help make you and your company more productive.
- We started ZenPayroll to serve all of you. We had all used other payroll systems while running previous companies, and each of the founders have family who have run payroll for decades. Early in our history, we were shocked to find out that one third of businesses are fined every year for incorrectly doing their payroll taxes. We started ZenPayroll to fix this and we completely automate all filings, paperwork, tax calculations and payments. We’re processing over $100 million dollars in payroll each month, and we’d love to help you. TRANSITION: <Click to next slide.>
- We’ll be taking questions now.