Sunday, April 17, 2011

Note to organisations - get your staff connected if you want to deliver great service!

Good service organisations connect their staff to the organisation in many ways. Staff feel a regular and consistent level of achievement, job security and engagement with their organisation when service is alive and well. In this context, service lives from staff member to customer, staff member to staff member, manager to direct reports, direct reports to manager and so on.

Staff may even be connected to the organisation after they leave. This is also good business. Good service organisations understand that it is better to train staff and have them leave than to not train them and have them stay. Some jobs simply aren’t for life – and shouldn’t be! The nature of some jobs is that the staff performing the roles should develop and move on from the role. If it is possible for them to move inside the organisation, then those opportunities will be provided. Often, the staff member needs to leave the organisation to continue to develop. This is okay.

Maintaining a connection with ex-staff can create a larger customer base, opportunities to move into new markets and a potential network of like-minded people who can sporn opportunities to and from each other. There is nothing wrong with being explicit about these hopes when good staff leave. Once again, it is simply good business.

When service connects staff to the organisation, achieving great service becomes natural

"All internal efforts, programs and processes have to be geared towards maintaining or improving the external performance of the firm"
Christian Gronroos, Researcher and Author

Gary Ryan
Organisations That Matter
Providing services and resources to Senior and Developing Leaders who believe that people matter!
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