Why Not Begin With Simple Engagement Steps (solutions)?

Your Corporate Strategy:  It Just Doesn’t Matter?      Part 19

I believe major key factors are being overlooked or ignored in what is required of management. We are missing something in the rapidly changing competitive business world and the company to employee interaction dynamic.  It can’t simply be just poor culture, poor management and lack of training.   A far bigger change has taken place.  A new, positive and people engaged management culture is required.

One of the first changes I undertook in my first HR leadership role was how employee complaints, problems and questions were handled.  We implemented the 24 hour commitment.  ANY employee question, complaint or problem would be resolved to THEIR (the employee’s) satisfaction within 24 hours.  Even if a mutually agreeable solution wasn’t yet available, the person was personally contacted and told of the progress regarding their issue, with firm follow up dates(s).  If they were still unsatisfied, we personally moved the issue up if we couldn’t resolve it.

Why?? As the key company ambassador to our customers, we wanted a culture that valued and required employee input, thoughts and communications.  No manager or leader sitting in a cubical or office has a more intimate knowledge of the customer than those dealing with the customer directly. They deserved the opportunity to have their concerns listened to and addressed…quickly.  It didn’t matter what type of issue – paycheck, schedule, transportation, personality conflicts, personal issues, policies, etc.  If we didn’t know what the problems were, how could we address them?

Happily, we also found these open communications had greater than hoped for consequences.  The 24 hour commitment resulted in far more positive ideas, inquiries and problem solutions than actual issues by a 3 or 4 to 1 ratio!!!  Open communication brought trust, being a valued part of the organization, a safe place to vent or relate very personal issues including those related to legal and employment.

 

Today I recognize it as freely offering that thing most highly valued by most, our time and concern.  Today’s technology allows this same action to be a simple variation on the trouble ticket.  It is up to you to devote your time and concern to solving the issues.  This is only one relatively free/no cost example of developing and fostering an employee friendly culture.

The 24 hour commitment cost little.  It paid big returns!  We heard of issues quickly, including poor or ill-advised management, and they were solved quickly!  Leadership gained far more.  Our own people had many of the solutions to, or at least paved a path to solving, the challenges growing companies seek. 

Next: Rather Than Reinvent, Why Not Borrow and Use It?