Are your employees engaged in the business? Many researchers show that service employees are often disengaged with their job. They are warm bodies that fulfill a functional role and receive a paycheck. A disengaged employee will often commit to a certain level of service, but not exceed their role. Engaged employees have distinctive traits that improve the business and customer relationship.
Engagement means that the employee is on-board with the business goals, mission, and values. Engaged employees are ready to serve customers in a manner that exceeds the customer’s expectations. An engaged employee is excited about their functional role in the business, and is ready to give extra for the good of the business. An engaged employee has the training and resources necessary to perform their job with pride and excellence.
Management and business owners can tell if their employees are engaged or disengaged with the business. High employee turnover, low resources, and the bare-minimum in customer service are all traits of employee disengagement. Low employee turnover, additional job resources, and excellence in customer service are all traits of employee engagement. For a business to exceed customer expectations—which in turn increases customer loyalty—there must be a strong level of employee engagement.
Any business can develop a strong level of employee engagement. In essence, the purpose is to develop employee engagement in conjunction with the business and defined constructs according to the majority values of tenured employees. Evaluation of success can be defined by an increase in retention of employees compared to past trends in the business. A strong focus on team and individual development will ensure that employees become fully engaged within their function and as team members.
Survey Employee Engagement
Before a business manager can improve employee engagement, the business must commit to an honest evaluation of employee engagement. This can be done by a simple survey of the employees. This is the employee delivering feedback on how the business supports them in delivering to their functional job role. Keep the survey easy and anonymous so employees can have honest participation. This does not have to be a long, drawn out affair. Ten easy “yes or no” questions can give the business a good idea of employee engagement. The primary survey should not take more than five to ten minutes out of the employee’s day. A simple print and paper format (rather than online) is quick and easy to distribute for smaller businesses. Larger businesses with IT resources may want to develop a Web-based survey.
The employee engagement survey should ask the following questions:
- Do you always try to exceed customer expectations?
- Is customer service important to you?
- Are you rewarded for excellence in customer service?
- Does management help you be part of the customer’s experience?
- Do you feel like you are engaged in the customer’s experience?
- Do you have the right training and resources for your job?
- Do you know what the goals of (business name) are?
- Do you feel like (business name) supports you as an employee?
- Do you feel like you have the opportunity to succeed at (business name)?
- Do you like your job?
The goal of the short employee survey is to understand if employees are engaged and what metrics of employee engagement the business needs to improve on. This can only make the business stronger, not weaker. A short, quick analysis of the average responses will help the business manager know what sections need to be improved on. Ask yourself what questions have the highest “no” responses. These are the business opportunities for improving employee engagement. Ask yourself what questions have the highest “yes” responses. These are the business strengths in employee engagement.