OVER the past few weeks, I have been travelling in Europe. Naturally, after a couple of years of lockdowns, travelling has become even more special. To be able to go and visit friends and family again is a joy.
As a foodie, I have been to lots of eateries. I revisited my favourite restaurants and also tried new places. It has been fun. But there is something that struck a chord with me during my recent travels with staff engagement.
In many restaurants and cafes in Europe, I met really engaged and attentive staff. Perhaps, not having that many customers over the past two years has made the otherwise disgruntled service staff appreciate customers again.
But what's really clear is that involved and interested staff make the entire experience of interacting with any business a far more engaging and pleasurable experience.
Many of the service staff members took the time and effort to explain things to me in English, even though it wasn't their first language. And, often they went out of their way to make sure that I was comfortable and had a good experience.
No request seemed too troublesome, and language barriers were overcome smoothly.
I also noticed the pride with which they did their jobs.
Nearly everyone I interacted with in hotels, taxis, public transportation networks, banks, government agencies, concert halls, etc, acted with professionalism and were fabulous brand ambassadors for their employers.
As a customer, when I meet someone who looks like they enjoy what they are doing, speaks to me with passion and really knows what they are talking about, my estimation of their personal value and the business increases exponentially.
Here's an example. I was in rural Austria up in the Alps at a supermarket. I wanted to cook a meal for my friends and I needed lemongrass. Now, obviously this isn't a "normal" herb in this neck of the woods.
A shop assistant noticed me fumbling with my wonky German, searching for something. She realised I was struggling, so she walked over and asked me if she could help.
After some online translations, we figured out the German word for lemongrass and off she went searching the shop to find me some. The fact that the supermarket didn't carry it was not at all an issue. I was just so impressed with her earnestness to help a customer like me.
Taking ownership
What type of employee do you want working for you? Someone who can't be bothered, who is disengaged and unable to give appropriate information about your business, or someone like the supermarket assistant I described?
I know who I'd want working with me. In my experience, employee engagement is the magic ingredient that makes all the difference in any company. It is the willingness of an employee to connect and contribute effectively to the success of your organisation. They take ownership.
As leaders, you definitely want an involved workforce, because they will always demonstrate high levels of engagement and are enthusiastic about taking on new challenges. Such team members will also be keen to create positive changes. And this, in turn, will ensure that you create an extremely conducive work environment for everyone.
My clients who have managed to get high levels of employee engagement enjoy greater profitability, productivity and customer satisfaction.
An engaged team
How do you develop an engaged team at your workplace?
The most important step is to create a culture of mutual trust because your success is grounded on this foundation.
Hire suitable people, train them properly and get them to understand your expectations. Then leave them alone. Stop micro-managing your team and allow your team members to do their tasks without hovering over them and constantly harassing them. The only thing you need to do is to monitor, offer assistance and re-train, when necessary.
Of course, you must reward or reprimand accordingly. This is your prerogative. But do it thoughtfully and make sure your own emotions are always in check. Often, we blow up on staff members because we are in the wrong frame of mind. We must first find balance before even beginning to reprimand someone else.
Engagement levels rise rapidly in your organisation if you are able to do this. And your team will learn to welcome each other's views, and come up with a variety of strategies to get results.
Trust is the basis of all relationships and interactions, within your business and with your clients.
When you foster a strong sense of trust within your team, you will see increased productivity, improved morale, better team work and phenomenal engagement levels.
So, help your organisation or business develop engaged employees, because when you do this, your profits will soar.
The writer is managing consultant and executive leadership coach at EQTD Consulting. He is also the author of the national bestseller 'So, You Want To Get Promoted?'
