Posts Tagged ‘value’

Are you sharing the wealth?

Tuesday, July 14th, 2009

moneyA recent article in the Indianapolis Star titled Sharing the Wealth highlights something that we’ve always believed – that companies gain loyal employees through respectful practices, enriching job roles and, when possible, sharing the fruits of their labors with those who are responsible for producing them.

AIT, which was featured in the article, is poised to share $2 million in bonuses with its 300 workers. As President and CEO, Michael A. Evans, puts it, “They have earned this.”

What have we at Humanergy experienced when it comes to profit sharing and employee loyalty?

  • Profit sharing helps create employee loyalty, but it’s not a panacea. Research indicates that sharing profits can positively impact turnover, but other factors can outweigh its effects. Profit sharing won’t trump a toxic work environment or other negative working conditions.
  • Profit sharing is one good way to show people their efforts are appreciated, but it is not the only way. Employee appreciation can take many forms, including verbal praise, public recognition, employee incentives, etc.
  • Profit sharing can boost productivity, but watch for shortcuts and quick fixes. In the best of all worlds, employees will take actions that boost productivity, increase revenues and lower costs. In the worst case scenario, employees cut corners on quality – something that can have a profoundly destructive effect in the short and long term.

Because we understand that our people own our success, Humanergy shares profits with its employees. Giving employees a stake in the company’s financial future sends a powerful message about how much we value those who make it possible.

Because we also know that profit sharing isn’t the universal remedy, we also make sure share the wealth in other ways – by keeping communication open, valuing everyone’s diverse contributions and helping our people realize their dreams.

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Three laws of influence

Thursday, July 9th, 2009

network-of-peopleInfluence is at the heart of leadership. To be even a modestly successful leader, you must be able to “sell” your ideas and be open to even better ideas that people  bring to the table.

The quantity and quality of your relationships matter. You need to have a sufficiently large web of connections to get the job done. And the relationships with those people need to be rock solid. How do you make sure that you have positive bonds with the people you need to connect with? Start with the three laws of influence.

The Law of Big Things: Take on what you can handle and deliver 100% of the time. Failure is not an option, or at least it should be a rarity. Otherwise, you impact your integrity and the degree of trust people can have in you to follow through. The Law of Big Things requires an honest assessment of your capabilities, the time required and your competing priorities.

The Law of Little Things: Fulfill the social contract. “Little things” include everyday courtesies, manners, helpfulness, hospitality and a friendly demeanor. Don’t take for granted that you already abide by The Law of Little Things. It’s all too easy to get caught up in your “busy-ness” and lose sight of common civilities.

The Law of Reciprocity: Seek first to be influenced, listen, trust and value others. You build your ability to influence by practicing The Law of Reciprocity, which is much like the good old Golden Rule. Do unto others as you would have them do unto you. If you want to influence, allow yourself to be influenced. If you want others to listen, do so yourself. You really do reap what you sow.

Influence depends upon the quality of the relationships you build over time and the degree of trust you inspire. Influence depends less upon what you say and more upon what you do.  As Zig Zigler noted, “The most important persuasion tool in your entire arsenal is integrity.”

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Is the customer really first on your list?

Tuesday, June 16th, 2009

customer1It’s ironic. Focusing on customers, as vital as they are to business success, can be lost in our quest for growth and high performance. It’s all too easy to focus on how we can get more customers, rather than what needs to be done to completely WOW the customers we have.

Jeff Bezos, CEO of Amazon, once said, “We see our customers as invited guests to a party, and we are the hosts.” Wait a minute. Doesn’t Amazon sell books (and nearly everything else) online? He’s not hosting parties.

We all should be thinking and acting like we’ve invited our customers to a party. And we should figure out how we can make their experience at our party the best they’ve ever had.  How?

Hire the right people. Every employee (not just those in customer service roles) must be passionate about customers and in business to serve the greater good. You can’t train a person who is driven by self-promotion to put customers first.

Think like your customer. Understand their reality – the challenges, opportunities, facts and figures they are dealing with and their mindsets, personalities and aspirations. Make sure all employees know about the customer’s world and how they can make it better.

Give the customer more than they ask for. Unexpected, above-and-beyond service and follow-up will be remembered and talked about with others. A customer recounted her experience when Zappos (an online shoe retailer) didn’t have the boots she wanted. The sales representative searched other online companies to find the boots for her, emailed her the link to the competitor’s site and gave the customer a $25 credit toward a future Zappos purchase. No wonder Zappos has such a loyal following.

Let your people please the customer. Make it easier by eliminating the rules and regulations that can bind an employee to standard procedures. (For example, Ritz Carlton hotels empower employees to spend money to fix customer problems on the spot. Zappos obviously does the same.) Give employees boundaries, but not rigid constraints. Reward them for customer-centric action that exceeds expectations.

Fess up when you make a mistake. Don’t try to hide mistakes or gloss over them. Own them, make amends and fix the problem. You may find that the way you handle errors will actually strengthen your customer’s loyalty to you.

Customer connections are not the result of a series of activities. They are built over time and are dependent upon the mindset and commitment within your organization. For more best practices, check out 1to1 Magazine, one of our favorite resources on managing customer relationships.

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