With the workloads that many managers and owners have these days, it is easy to lose touch with what your employees are doing, how they are treating customers and how they feel about the treatment they receive from management.
Even with all the work that has to be done, one of the most important parts of a manager’s job is keeping in touch with employees both as a group and individually, especially those who interface directly with customers. I am surprised when I see employees treat customers with indifference, and wonder whether it’s because they are treated the same way. That’s not always the case but it can add to the lack of customer service in a company.
One thing to remember is that positive interaction with employees usually takes some thought and attention. Thinking about the words you use when speaking with employees, your tone of voice, and your body language. Make eye contact with employees. Working on your soft skills (see my blog from 12.12.17 for more information on soft skills) and your ability to connect with employees.
When you are looking for information from your employees be aware of how you ask the questions and be specific about what you want to know. It is easy to misinterpret what people want of you, whether it is manager to employee or employee to manager.
When talking about policy changes, present your case in a positive and persuasive manner. Ask for feedback, listen carefully and receive it openly. Take your time when considering suggestions before you make any decisions on whether the ideas should be implemented or not. If you can test an employee’s suggestions, do so. Keep in mind too the tone of your online and distributed information and the effect it may have on employees.
Work on ways to relate to your employees, take the time to make small talk with them.
Show an interest in their lives and family and look for common ground. You may find that you have more in common with your staff that your thought.
The way you treat your employees is the same way your employees will treat your customers.
A tip of the glass from me to you
E Column
by Elizabeth “E” Slater, In Short Direct Marketing
A recognized expert in the fields of direct marketing and sales in the wine marketplace. Slater has taught more wineries and winery associations how to create and improve the effectiveness of their direct marketing programs and to make the most of each customer’s potential than anyone in the wine industry today.
Follow E on twitter @esavant and facebook.
