Satisfied Employees Don't Necessarily Lead to Satisfied Customers
Many organizations have based their entire human resources management philosophy on the belief that happy employees lead to satisfied customers. Our research shows this is only partly true. Often we find that employees are happy because they are content with the way things are. A closer look reveals that often these attitudes have been developed using external motivators, while organizations that focus on internal motivators are inspiring employees to make things better.
In today's workplace where companies are downsizing, restructuring and eliminating staff, many employees feel uncertain, fearful and insecure and are unable to develop any sense of internal satisfaction. To compensate for this, employers focus on external motivators to keep morale high. These external company 'perks' do have a positive impact on employees' feelings of satisfaction, in the short term, but they do not contribute to long-term satisfaction.
Long-term satisfaction requires understanding the essence of what truly motivates us to work to the best of our ability. Values such as loyalty, dedication, commitment and drive cannot be sustained with perks and external 'presents'. Long term, these values and attitudes will be nurtured through internal motivators such as feeling challenged, feeling they make a valuable contribution to the organization's success, having a sense of belonging and taking pride in their work. For these reasons motivated employees will have a deeper commitment to your organization and your customers and they will look for ways to improve processes, control costs, add value, and enhance customer satisfaction.
Satisfied employees will do a good job while engaged employees will strive to make things better. A simple way to shift the focus of your organization is through an Insightlink 4Cs Employee Survey. Benchmarking the attitudes of your employees in real time will give you the information you need to attend to employee satisfaction and also find ways to develop long term employee motivation to improve customer satisfaction and ultimately your bottom line.