Employee relationship management - Wikipedia
Work to build a strong and positive relationship with your employees, and for the continuation of a company, employers sometimes forget to. When an employer hires a new employee, he is not just bringing a new member of the workforce aboard, he is also starting a new relationship. Taking this into consideration, is your company operating at its peak Is this because you lack a strong relationship with your employees?.
Discord in employment relationships causes profits to lag. An employee who is unhappy at work will delay work and achieve less; and an employer who is disgruntled with an employee will have a tendency to be overly fault-finding, according to Business Incentives.
Employment Relationships are Nurtured by Positive Communication Employers need to promote positive communication with and among coworkers so they may better understand each others' needs, as well as the needs of the employer. In this way, workers may perform their individual tasks with the understanding of how their work relates to others and what others need and expect from them. Employment relationships are enhanced when employees understand the importance of their individual work and its impact on the whole organization.
Delegating Contributes to the Organization of Work Mutual trust, the foundation of all employment relationships, is important for the proper delegation of work.
Employers must trust their employees to handle crucial tasks in tandem with others. Employers need to clearly define employees' roles and responsibilities. Employees must have faith in their employer and each other in order to perform well as a team. A positive team spirit can unify and expedite organized labor, which ultimately increases productivity and profits.
Organized Work Positive employment relationships occur when employees feel appreciated and understand exactly what is expected of them by the employer. And as a customer have you ever interacted with an employee that obviously did not like their job? Not only can their nonverbal behavior let you know that they do not want to be doing their job, but sometimes they will tell you directly!
The impact is largely determined by how well companies monitor and manage a number of areas pertaining to staff behavior. I have even had people helping me in customer service tell me that they were in the process of looking for another job! Incidents like these do not give a customer a favorable impression of a business and certainly do not contribute in a positive way to intent to return.
Connections Between the Employment Relationship & the Organization of Work
In fact, such employee revelations can make customers feel uncomfortable. Psychologists tell us that this negative emotional state can become associated with your products or services and make the customer want to avoid them all together. However, Walter Greene, Gary Walls and Larry Schrest, in an article in the Journal of Services Marketing, state that organizations delivering high-quality service maintain or increase market share and they have a higher return on sales than do their competitors.
- What Is an Employer-Employee Relationship?
- The Relationship between Employees, Customers, and Business Success
- Employee relationship management
So we know that employee and customer satisfaction are interrelated and that their behaviors affect each other and the financial performance of the organization. Exactly how are they interrelated?
The root causes, also known as drivers, of employee behavior influence overall employee engagement. The root causes of customer satisfaction and willingness to recommend ultimately drive financial performance. Now, back to that crystal ball. Understanding the relationship between these variables is helpful.
This is where science plays an indispensable role. Keep in mind that it is best to start with your employees since their behavior and attitudes influence your customers.
A scientifically sound survey instrument used conjunctively with state-of-the-art statistical techniques can enable you to identify a small number of drivers that are influencing the attitudes and behavior of your employees overall and more specifically, the root causes of their job satisfaction and their perceptions of management style and culture.
Improving employee perceptions of these root causes will have a positive influence on their behaviors and thus, you will see improvement in customer perceptions as well. To further improve customer relations and, of course, profits you must also survey your customers. As with employee surveys, customer surveys are invaluable if they are scientifically sound. I am not referring to a 5-item questionnaire like the too brief instruments I have seen at many of the businesses I patronizebut rather I am referring to a comprehensive, carefully worded instrument designed to measure both obvious and subtle influences of customer behavior.
Organizational psychologists have specialized doctoral-level training in survey instrument design and are the best choice for this task. The next part of the process is taking action on these root causes. Improving customer perceptions of the root causes will further increase their desire to continue doing business with your company. This leads to increases in sales and profits. Taking action on customer root causes is not the final step, however. The survey process needs to be ongoing.
There are two reasons. First, resurveying is the only way to know for sure if the strategies you implemented had the desired impact.