Unsatisfied customers can be catastrophic for companies in the service sector. This results in major image problems. It resembles a market barrier. Increasing profit seems impossible. In the 70’s/80’s it was recognised that the behaviour of employees is dependent on the quality of business performance. Whether they are managing directors or just department heads, everyone is responsible for the well-being of their colleagues. Selfish thinking is unfavourable and who knows, employee satisfaction has a greater impact on quality and the success of the business!
Even a boss cannot solve external influences, e.g. private problems. But how can management make a positive contribution? Motivation comes from motivation. Encouraging the entire team of employees to succeed is the first right step. Even if they are small successes, the employee should always be praised. Mediocrity makes the difference. Too much praise is counterproductive, because then employees would no longer take their work seriously. This always includes listening. Surveys are inadequate if there is no learning from the results. In general, managers should always be aware of the employees’ state of health. This signals interest and gives the employee confidence. In addition to praise, recognition is also an important factor. Employees who are lower in the hierarchy should always be treated in a friendly and respectful manner. The feeling of esteem has a positive effect on the work assignment. The culture of error is also important in the company. Even if mistakes at first are tragic for the management, especially in the financial area, mistakes should be handled professionally. Stubborn criticism is useless. Errors should be allowed at all times. Otherwise creativity would be impaired. The result is uncertainty, which leads to bigger mistakes. It is sustainably cheaper. It is well known that people learn from mistakes. Long-term success can be rewarded with a team meal. The costs are low and the gesture strengthens the motivation. Even if a leading position needs a clear attitude, a friendly contact is enormously important. Employees should be involved in decision-making processes. It is important for the management to make transparent, fair and logical decisions. Another important point is that each individual can develop his or her personality freely. Employees who work with a “mask” can never experience the needs. At best, the company adapts itself to the employees.
Employee satisfaction can be measured both directly and indirectly. The employee survey is the most common method for analyzing the deviation between perception and reality of employee satisfaction. These results can be asked directly for suggestions, needs and wishes. In order to guarantee honest answers, an anonymous survey is very advantageous. The reason for this is that mistakes are not mentioned in the company management if sanctions are to be expected. Complaints, error rates, morbidity, absences, operation are important facts.
If management is self-critical, leadership style and communication behaviour also play a role. It should be noted that the data collection of the factors is continuous. However, the scope for interpretation must be taken into account when evaluating the results . In the case of indirect measurement, the limits are set subjectively. Benchmarks can be useful for this purpose. The questions with what and why employees are satisfied remain open. As a rule, a general dissatisfaction arises because the management floor focuses on the problems. It is necessary to find a balance between strengths and weaknesses. The SWOT analysis can then be used to filter out future opportunities and risks. For this reason, a combination of indirect and direct measurement of employee satisfaction is generally recommended.
In science there is no doubt about the positive and lasting influence of happy, motivated employees on customer satisfaction. The actions and daily interaction of employees and consumers influence the perception of quality and the emotions of customers. A positive image of the company is created above all in the service sector by the friendliness, eye contact and helpfulness of the employees. A satisfied work process simultaneously awakens the needs and interests of the customers. They value their workplace. Nevertheless, not every company is perfect, because negative events (unfriendliness, ignorance) can also significantly weaken good customer relationships. The success of a company also depends fundamentally on the satisfaction of employees and customers. The marketing form of internal marketing deals extensively with the parallel promotion of customer and employee satisfaction.
If you have satisfied employees, you have satisfied customers. If you have satisfied customers, you also have corporate success. So to speak, the entire company is in demand for a successful operating process. Especially the management is asked to always pay attention to happy employees. Not everything can be right, but the full input for the topic is crucial. Discussing problems and finding solutions is an important guiding principle for every company. If you are unsure whether your employees are happy, you always have the different measurement methods at your disposal. A mix of direct and indirect measurement at constant intervals is recommended. Nevertheless, the employees are responsible for their satisfaction. The will to live their vocation, to follow the business strategy and to make consumers happy leads from employee satisfaction to customer satisfaction. If you believe in yourself, then the others will too!