Treat Your Employees Like Customers: A Concept That Wins You Over (and Them Too!)

Have you ever dreaded a call from HR? That sinking feeling, the pit in your stomach – you know the drill. Maybe it's that voice on the intercom, a simple "Can you come to my office...?" that sends shivers down your spine. Why? Because traditionally, HR has been seen as the gatekeeper of your career – the one who holds the keys to your pay, vacation time, and even your job security.

But what if things could be different? What if HR saw you, the employee, not as a subject, but as a valued customer? Intriguing, right?

This is the concept Catherine Mattice , a corporate culture consultant, champions. She argues that HR should strive to provide excellent customer service to its employees. And guess what? It makes perfect sense.

Think about it: How did you feel during your last exceptional customer service experience? Did it make you want to continue doing business with that company? Absolutely! The same holds true for HR and employee relations.

Here's why you, as an employee, would likely love this approach:

First Impressions Matter: Imagine you're interviewing for a dream job. HR is often your first point of contact, shaping your entire perception of the company. A rude or unhelpful interaction can leave a sour taste and make you think twice about accepting the offer, even if it's a great position. On the other hand, a positive and professional experience from HR can solidify your excitement about the opportunity.

Onboarding Sets the Stage for Success: That first day at a new job can be overwhelming. A smooth onboarding process with clear guidance and readily available resources makes all the difference. Just like a salesperson wouldn't walk into a client meeting unprepared, HR shouldn't be caught off guard on your first day. With a customer-centric approach, HR would ensure you have everything you need to hit the ground running and feel valued from the get-go.

Communication is Key: Let's face it, open and honest communication is crucial in any relationship. A customer-focused HR department would prioritize actively listening to your concerns and addressing them promptly. This builds trust and fosters a positive work environment. An employee who feels unheard might hesitate to bring up important issues, like harassment, for fear of retaliation.

So, how can this customer-centric approach become a reality?

Mattice suggests remembering the acronym CARES: Courtesy, Attentive, Responsive, Empathetic, and Solution-oriented. Imagine HR interactions that are respectful, where they actively listen to your concerns, respond promptly, show empathy for your situation, and work collaboratively to find solutions. Sounds pretty good, doesn't it?

The concept extends beyond just courtesy. Even difficult employees deserve excellent service. A customer-centric HR department would know how to de-escalate situations, allowing you to vent your frustrations, and show you they're truly listening by paraphrasing your concerns and taking notes.

Finally, empowerment is key. Whenever possible, HR would encourage you to solve problems independently, fostering a sense of ownership and reducing the burden on both you and HR.

The idea of HR treating employees like valued customers is a win-win. A positive and productive work environment benefits everyone. Employees feel valued and heard, leading to increased satisfaction and retention. Companies attract top talent and build a strong employer brand.

The author, Heather V. MacArthur, wrote in Forbes that similar to how companies strive to provide excellent service to their paying customers, they should also aim to do the same for their employees. The article lists reasons why employees leave their jobs (not due to workload but uninspiring work) and provides five tips for companies to retain their employees:

1. Ask employees what they want: Understand their needs and aspirations.
2. Make it easy for employees to share feedback: Create open channels for communication.
3. Be open to discussing pay: Transparency in compensation practices is key.
4. Train managers on how to provide good employee service: Equip them to handle feedback and lead effectively.
5. Train employees to view themselves as business owners: Foster initiative and proactiveness.

So, the next time you hear from HR, maybe it won't be with dread, but with a sense of appreciation for a department that sees you for who you are – a vital part of the company's success.

Lakshmi Priya S.

References LinkedIn for Learning Forbes