Would Your Employees Recommend You?

by Audra Baker
25 April 2013

I have had the pleasure of leading customer-facing support organizations for the past 15 years, and during that time I have managed hundreds of employees. Over time I noticed a common thread: the happier the employees were, the happier the customers were. This is because the same set of values drives both employee experience and customer experience (job seekers: if a company has a reputation for bad service, run the other way!). 

RagingWire has the highest customer loyalty Net Promoter Score (NPS) in the data center industry. And in achieving this we have found that you simply cannot delight your customers without first delighting your employees. Here are ten ways to improve employee experience: 

  1. Focus – put your customer at the core of your business. Use customer experience to drive your culture. Use it as the driving force behind everything you do. Why? Because without customers, your business will fail. 
  1. Purpose – you must have a strategic plan. Communicate what the big picture is and how each employee fits into that picture. Better yet, develop the strategic plan with employee input. We all want to be part of a company that is growing, and having a well-defined strategic plan is the foundation for that growth.
  1. Communication – communicate with employees, both the good and the bad. Share the big picture with them, tell them where the organization is doing well and where there are challenges. Be transparent, approachable, sincere and humble. And don’t forget to have fun!
  1. Recognition – lack of recognition ranks as the number one reason behind job dissatisfaction, even ahead of money. We spend a third of our lives at work, and we want to be appreciated when we do a good job. By our peers, by our manager, by other managers, by the mailman, everyone!
  1. Growth – just as we want our business to grow, our employees want to grow too. And development doesn’t have to happen in an expensive classroom. It can happen by reading books, attending webinars, writing blogs, being assigned a challenging project, facilitating a lunch and learn, mentoring, job shadowing, the list goes on.
  1. Opportunity – I have yet to meet an employee not interested in career advancement. Makes #5 on the list all the more important, doesn’t it?  A key role of being an effective manager means developing your employees. This will allow more promoting from within, which makes for happier employees but also more expertise – those who move to different positions and departments gain greater company perspective. And they are more helpful too. It’s the “I’ve been in her shoes” effect, and it’s powerful.
  1. Flexibility – focus on results, not hours. People have lives outside of work – families, charities, spirituality needs, healthcare, etc and if you allow them flexibility in managing those things, you will earn their loyalty. 
  1. Listen – trust me, at this exact moment your employees have ideas that could improve your business. Put measures in place to solicit those ideas! And don’t be defensive if you hear something you don’t like; focusing on continuous improvement isn’t being negative, it’s being strategic.
  1. Trust – hire a talented team, set the direction for that team, give the team tools to do their job, and then get out of their way. Valuable employees don’t want to be micromanaged. Focus on results, and don’t sweat the small stuff.
  1. Give Back – if you want employees to take ownership, give them ownership. Employees want the ability to share financially in the company’s success, so incentives like performance-based bonus plans can be great motivators. 

There. Ten things you can start doing today to improve employee experience. And customer experience. And profitability!

(Attention employees: you’re not off the hook here. Have a service attitude at all times. Be open to change, and be positive. Share knowledge. Be a team player. Be patient. Show initiative. Execute.)

Apply at RagingWire Data Centers today at https://www.ragingwire.com/company-profile/career

Audra Baker

Director, Client Services