If management doesn’t want to hear from employees do they really want to hear from customers?
Posted by richdigirolamo in Customer Experience, Customer Service, Employee Engagement, Employee Experience, Motivational Speaker on 05 5th, 2011 | no responses>
You walk into a business you frequent regularly. During your experience you get into a conversation with an employee about a policy that you may or may not agree with. You make a suggestion for that employee to pass along. To which the response from the employee is:
Management doesn’t want to hear from us, it is best that it come from you (or something to this point).
Then it is suggested to you that you go home and call some number or visit some website to share your idea/suggestion/frustration.
Well here’s what I start thinking:
- What has happened at that company that employees feel that information they pass along goes nowhere?
- Is it that the employee is lazy and just doesn’t want to be bothered with taking down some information and passing it along? Perhaps it is taking away from his or her texting time
- Has the employer started assuming these were employee complaints/suggestions and not those of a customer?
- Do I really want to do business with a company that makes employees feel this way or with employees that are just lazy?
For a company to be great three things need to occur:
- You have employees who care about their jobs, love their jobs and feel like their ideas and opinions matter
- You have customers who love your products and your employees.
- You have a management team that is engaged with employees and customers
Is your company great? Or do you need some help? Perhaps I can help.
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