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Business Performance Specialists |
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Services Seta accreditation number (0627)
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Customer Relationship Management - or is it? (Part 2) by Mark Deavall |
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Last month (read previous article) we looked at the fact that your employees are the custodians of the customer relationships that your company cultivates, and that the way you treat your employees is the way that they will treat your customers. This month we will start looking at how you should be treating your employees. When you think about your employees, what is the "mental picture" that comes into your mind. Is it one of intense frustration? Or do you see them as "slaves" there just to get the job done? Maybe you feel that they are enemies hell bent on making your life as difficult as possible. Or maybe you view them as people who have an intense desire to contribute constructively to something, and be rewarded for it. The choice of how you see your employees is yours. Everyone has two desires when it comes to their work life - to enjoy themselves and to succeed. It is up to you provide the environment in which they can and will do both. Just think of the customer relationships built up by someone who really enjoys working at your company or in your department! In order to create an environment where people enjoy their work and succeed at it, you first need to cultivate a genuine caring for people. Where people feel cared for and about, and where they feel that they are important, they start enjoying their jobs, and pursue success vigourously. This requires that you make two paradigm shifts. The first paradigm shift is that you stop concentrating on only growing the numbers, and start concentrating on growing the people. If you look after your people, the numbers will look after themselves! The second paradigm shift is that the more senior you are in a business, the less your own personal emotional needs count! In other words, if you are seeking personal praise or recognition at the expense of your staff, don't be surprised if they are not enjoying their job. Management is not an easy job. It means putting your ego on hold and seeing to all the needs of your staff. In that way your staff will see to the needs of your customers, and customer relationships will not be a managed strategy, but rather a way of life. Next month we will continue with building a customer relationship strategy through building an employee relationship strategy.
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