Happy Employees = Happy Customers [And Higher Sales]

Image Source: Harvard Business Review

Happy Employees = Happy Customers [And Higher Sales]

There is no big secret as to the Top Reasons why people leave their jobs – if you don’t know them, you can read my article on it here, but these are the Top 5 in a nutshell:

(1) The Supervisor
(2) Workplace Relationships
(3) Work Culture
(4) Rest & Relaxation (aka: Work/Life Balance, Vacation)
(5) Opportunities For Growth

I don’t know anyone who doesn’t understand the concept that if you invest in your employees and create a “best place to work” for your team, you are encouraging a level of service that they will pass on to their customers. What is lacking in the big picture is the ability to execute. The financial investment in actually making this a reality. Investing in a 3rd party leader in measuring employee happiness and implementing a program. Or, better yet, a dedicated and committed “Organizational Development” role in most retail organizations, that has the time and passion needed to determine how to best develop each level and individual inside the company to maximize learning, growth, and productivity. Someone to build a progressive plan for the company to drive Customer Experience through creating a dynamic service culture, internally, for the employees.

According to Gallup, “18% of disengaged employees actively undermine their company”. But…according to Harvard Business Review (are you sitting down?): At Best Buy the value of a 0.1% increase in employee engagement at a particular store is $100,000. Here are some additional statistics that you should know to maximize employee contribution (and engagement):

“Employees are 2 times more likely to commit to their jobs when they are challenged and intrigued by their work” – Aberdeen Group

-According to Globoforce: “71% of workers with 25+ friends at work say they love their company”

-As you can read in detail in this article from Inc.by Issie Lapowsky – here are 10 Things Employees Want to feel engaged and like they are contributing the success of a company:
1. They want purpose
2. They want goals
3. They want responsibilities
4. They want autonomy
5. They want flexibility
6. They want attention
7. They want opportunities for innovation
8. They want open-mindedness
9. They want transparency
10. They want compensation

In this graphic from Harvard Business Review you can see the cycles of the employee to sales/profits:

Image Source: Harvard Business Review
Image Source: Harvard Business Review

These are the components to develop happy employees. And instead of utilizing this amazing knowledge that we have about how to build a strong employee culture – we still view most retail employees as “revolving door” employees or transient employees. We are failing to recognize that we spend a tremendous amount of money recruiting and hiring talent every time an employee leaves our business. According to the Center For American Progress, “It costs, on average $3,328 to find, hire, and train a replacement for a $10/hour employee” and according to Forbes, “It costs between 30% and 50% of their salaries to replace entry level employees • It costs upward of 150% of their annual salary to replace mid-level employees • It costs upward of 400% of their salary to replace high-level employees”

We spend a substantial amount of money replacing people inside our retail organizations…instead of taking the money that would be saved through employee retention initiatives: training/development and supporting a strong and energizing workplace culture and investing in their growth, development, workplace improvements that positively impact employee experience and happiness.

EMPTurn

Building a culture, internally, that recruits and retains great people that are driven and committed to being highly-productive, engaged contributors and enhancing those qualities through an investment in their career development will absolutely support the delivery of exceptional customer experience and sales metrics.

Here are some additional components to creating and driving a high-value work & selling culture:

-Provide the 3 C’s of direction (Clarity, Consistency, and Constancy)
-Provide the right resources
-Action employee needs and feedback
-Provide real-time feedback and recognition
-Hire brand ambassadors and brand advocates
-Reward your top performers and having fun with your team (encourage healthy workplace relationships)
-Consistent growth & development opportunities
-Work/Life Balance options
-Pay fairly
-Deliver awesome benefits

From the one and only Meghan Biro of TalentCulture, “Last year revenues increased by an average of 22.2% for the 2014 Fortune 100 Best Companies to Work For. And according to the Bureau of Labor Statistics, these same companies added new employees at rate that was five times higher than the national average.” Those are pretty compelling statistics in both profit and job growth for companies that deliver exceptional working environments.

 

About

Founder and Editor in Chief of Excellence In Retail and 18 year retailer. I am passionate about and committed to inspiring thought, action, truth-telling, solution-seeking, and dialog around how to maximize talent through identifying and creating a process around critical success factors, workplace culture, signature leadership practices, productivity, profitability, alignment of employees and company vision & values, and workplace happiness inside all retail organizations.

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One thought on “Happy Employees = Happy Customers [And Higher Sales]

  1. Beth very true..I just wish employers would take thus all into consideration. A lot of companies just concentrate on targets and often at the detriment of the staff who actually do the work.

    I have learnt a lot about supervision and management and of course myself over the years… I know that I always take into consideration the team I work with and alongside of.

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