Filed under: Employee Engagement, Employee Involvement, Executive Leadership, Input from Employees, Unionization
Nurses in Duluth, Minnesota, may be striking soon. Earlier this week they voted by a nearly 9 to 1 margin to reject their new labor contract. Like so many others in this “do more with less” economy, tight staffing levels have taken a toll, and the Minnesota Nurses Association cites “patient safety” as the primary concern prompting the strike.
Employees decide to strike for many reasons. But at the end of the day, most just want to be heard. In that regard, they’re not alone. At Questar we track tens of thousands of employees’ opinions about their workplace. This research shows that many employees believe no one is listening.
- Only about half (54%) of all employees indicate that their company’s senior management values employees’ ideas and opinions.
- Those on the front lines are least likely to feel heard: While 77% of (more…)
Filed under: Employee Development, Employee Engagement, Employee Recognition, Employee Retention, Executive Leadership, Uncategorized
New jobs require new skills. And it’s through new challenges that we build those skills. So it should come as no surprise that the way most leaders learn to lead is by jumping in the deep end.
One of my stories related to this is from a client I worked with years ago. The main character in this story is an up and coming young executive – we’ll call her Sarah (not her real name). Sarah was a go getter, recognized by corporate leadership for her achievements, her performance and her potential. She was just 33 years old when she got her first chance to truly lead. She was named president of a small division within the large global corporation for which she worked. And boy was she ready – this was her chance to really prove herself.
This part of the business was new to her. But Sarah was a quick study and knew just what to do. She wasted no time evaluating the competitive landscape and identified some “quick hits” to gain market share. She worked hard developing plans, securing resources, contacting clients, and informing key stakeholders. She found places to cut costs, introduced efficiencies, and pushed ahead with some innovative product development. (more…)
Filed under: Customer Experience, Customer Satisfaction, Customer Satisfaction Basics, Executive Leadership, Talent Management
Customer satisfaction survey results are often a key component of a multi-unit organization’s corporate bonus structure. Such programs ensure that customer satisfaction remains top of mind for managers at all levels within a company. While the decision to link survey results and employee rewards must ultimately be made by each individual organization, it is certainly worth investigating. If your company decides that such a bonus program is right for you, it is important to give serious consideration to the approach you will take and to be mindful of the possible risks and complications.
What Works
Quarterly bonus payments work well for many organizations. They offer a nice compromise in that they occur often enough to maintain interest but are spaced far enough apart to give managers an opportunity to impact their scores. Compensation plans with a tiered pay out are often very effective. With a tiered pay out, most participants can achieve the lowest level of compensation, while the very highest level of compensation is reserved for only the best performers. These payments work well when they are based on two criteria:
1. Progress towards a corporate goal- Managers at or above their goal should be motivated to stay at that level. It’s easy for customer satisfaction to slip without continuous effort.
2. Demonstrated improvement over last quarter- This is also a good time to identify strong performers and set them up as mentors for those who missed the mark.
Inherent Risks
While data integrity is always of great importance in any research effort, the connection of compensation to customer satisfaction survey results on this sort of program heightens the potential for fraudulent activity. However, there are ways to establish customer feedback systems that reduce the risk of this occurring.
Take, for instance, the data integrity associated with using Interactive Voice Response (IVR) as a means of collecting customer feedback. This is a commonly used method for collecting feedback among organizations with multiple locations. Customers call a toll-free number and use their telephone keypad to input answers to questions about their experience with a product or service. Unfair survey practices using IVR data collection are noticeable in some fairly common ways:
Filed under: Employee Engagement, Executive Leadership, Leadership Development
According to research just released from the Pew Research Center, trust in the US government is at an all time low. In fact, just 22% of study participants said that they “trust the government in Washington almost always or most of the time.” With mid-term elections just a few months away, this news is creating quite a buzz.
To say I’m a political junky would be an exaggeration. But I do find the tracking of political opinions fascinating. Our public leaders live in a fish bowl. So many things within and outside of their control impact public support and their “job approval ratings.” And that support in turn impacts their political clout and their ability to get things done. At the end of the day, this lack of trust could cost elected officials their jobs. And so the panic begins. (more…)
More than 38 million viewers watched CBS’s Undercover Boss following the Super Bowl last Sunday. It was one big splash first episode. I must admit that I was one of those viewers. And I loved it.
I am a huge believer in helping senior leaders better understand what happens on the front line – especially by getting them out on the front line. We often hear from survey participants that company leadership doesn’t understand what goes on in the field. Expectations are unrealistic, employees don’t have the tools they need to do their jobs, rules are put in place that simply don’t make sense to the people who have to live by them. So I suspect many of the millions of viewers have themselves wished to see their executives try to do their job.
In the first episode, Waste Management’s COO Larry O’Donnell went undercover to ride in a garbage truck, sort recyclables, pick up trash, and empty toilets. He learned first hand how decisions in the C-suite impact employees on the front lines. And he implemented several changes based on what he saw. (more…)
Filed under: Employee Engagement, Employee Retention, Executive Leadership
I recently read an article titled “It’s Always About the Boss” that was published in Gallup’s Management Journal.
Always? Really?
I know. I know. You’ve heard it before – and probably even said it – “People don’t leave their companies, they leave their managers.” But research just doesn’t back that up. It is not always the boss.
Just to be clear – I’m not saying that the boss isn’t important to building engagement and retaining employees. I agree that an immediate manager has a huge impact on employee engagement, productivity, and retention. Most of us can probably name a favorite boss that inspired us to go beyond what we thought we could do. And a bad boss can definitely drive an employee away. But for most employees, a good boss cannot make up for other more fundamental elements of the employment equation. (more…)
