PEOPLE ENGINES RUN FOR LONGER

Now, I have posted about this topic before. Given the seismic shift in the employment market and in today's changed world, this is something worth talking about more than ever!

I've 'always' championed the belief that customer satisfaction, reduced attrition and increased growth, amazing service and a team who will jump through hoops of unholy hell fire for their employer to 'get it done, whatever it takes!', can only be truly realised when our people work in exciting, stretching, rewarding and collaborative cultures! When our teams are led by people whose sleeves roll up as far as and further than their own team's. When our culture is based on discovery and development. These things are the bedrock for long tenured staff expertise, stunning 'right first time' service and a business reputation for being true customer champions.

Here's a fact! A tonne of businesses would LOVE to be all of the above and whilst some really WANT TO get into this and make a change, there are many who are super slick as masquerading as organisations who have their people at the heart of the matter. The reality is that so many businesses run off at the mouth about either having the 'people equation' right or at least want to invest 'meaningfully' in getting it right, but later fail to follow through on the grand promise that attracts great people through their doors. It's a sad and common complaint from people attracted to the promise of 'a great place to be a part of' and a 'place where YOU make the difference' and when the veil is lifted.... it's more Meh! that WOW!!

Personally, I am attracted to the business who get it! Who understand that their people internally are the start, middle and end of the reasons why their organisation will be a success and who also get ridiculously excitable when talking about delivering great experiences for their customers! The fact that a business either has started down this road or has a powerful set of intentions to start discovering how to start this journey speaks VERY LOUDLY AND VERY CLEARLY to me about their integrity as an employer and a provider.

These are businesses whose customer and employer reputations are kinetic. Self-fulfilling and the kinds of brands that people are happy to promote and get excited about. These are the types of reputations that cannot be bought.

Here's the thing. It does take time and it does take a whole bunch of leaps of faith on the part of the business and it does take effort to transform pre-established stakeholder views on 'the people bit' being soft and grey and less important and it does take courage to have all of those challenging conversations and a bit of creativity to then transform the debate into investment and then into results.

I wonder what your approach is to the cultural and people question!? What is it that you think matters?

Picture the scene.

The team member is in bed. It is a freezing cold, dark winter morning, The rain is hammering down and it's 6am. The alarm clock is howling in their face like a wounded dog and they have JUST found that REALLY comfy position in bed! When they muster the energy to swing their weary legs out of the bed and onto the floor with one eye closed and the other looking for help... When they become conscious that the world's weather has decided to unload the worst version of itself on their street... When all they want to do is grab a hot cup of tea and slip back into the REALLY comfortable groove in that mattress.... In THAT moment, rather than invent 1,000 ways to fake their own death to avoid work...I want them to shake off the rust, get into the shower, to drive through the plague of locusts and falling skies (because it feels that way sometimes when you aren’t digging the job) to get to their desk.... because they REALLY DO LOVE THEIR JOB. They are EXCITED by their work culture. They know it's hard work, but they are developed, collaborated with, valued as having an opinion and consulted! Yes, they are also stretched, challenged and driven to achieve.... but that's cool, because it's a rewarding, fun place to work where their efforts are up in lights and noticed and where they know that they are supported and that they can trust their leaders to get their own hands as dirty as their teams. They also know that they can make a difference, because their leaders explore their potential to guide them to do just that!.. to make a difference!

Who benefits from this malarkey? Everyone!

The customer gets reliable and accurate, helpful and swift experiences and outcomes.

The business retains its people and benefits from tenured skillset efficiencies and a great employer reputation.

The team members grow and develop capabilities that allow them to realise their potential and their actual employable value.

And you/me.... because we stayed true to the course. We created a place where people are able to suspend disbelief and 'go for it' because they wanted to... not because they had to!...and it is in that final line where the truth sits. If our people come to work because they 'truly' want to and not because they 'have to', then anything is possible.

This isn't hard. The applied logic isn't complicated. It just takes time and an investment in the long game.

Coaching that does help people grow.

Involving our people in the bigger picture plan and being collaborative.

Collaborating with our customers in a meaningful and inclusive way, viewing them as a part of the team.

Actually, using the insight that we create.

Creating the kind of workplace that anyone would feel good in.

Developing and building Leaders who lead. Not Managers who manage.

Stopping the search for only having short term quick wins to survive the day and actually being bold enough to believe enough in our people, that we can play a more fruitful long game.

Transforming the long standing and tired view that customer service is a drain as opposed to an exciting value add and one which can not only protect the now, but can grow the business…. And that our people are the key to this.

People engines last longer, run smoother and get us there with fewer incidents.

Happy, valued and developed people will do whatever it takes and weather any storm for their employer.... because they want to!

The hard work, technical application, recruitment, development, cultural transformation, communication strategy, insight development, performance measures and management and so on.... The hard stuff.

It becomes less hard to roll this ball of work uphill when your people's hands are all over it, rolling it with you.

** So, Let’s here about what YOU do to create these great workplaces… successes, pit falls and questions. I am betting that many people reading this would be keen to pick up ideas and share experiences…. Go for it! **