Employee Care: Wear Your Heart on Your Sleeve

If you want your business to succeed, you must let love enter your workplace. Flustered? Don’t worry—we’re not setting you up for a lawsuit. All we’re suggesting is that you show your employees that you care about them. And it isn’t just our idea; we have the backing of customer service expert JoAnna Brandi.

“I’m not talking about secret office romances!” says Brandi. “When I refer to love in the workplace, I’m referring to a management style that brings out the best in employees, that empowers them and keeps them engaged. I’m talking about leaders who create an environment where their teams feel great about the contributions they’re making to the well-being of the business.”

Research has for years shown that employees who are happy tend to be more productive, less prone to absenteeism, and more likely to resolve problems. Therefore, it’s time to drop the old-fashioned idea that emotions should be left at home, according to Brandi. “Positive emotions like caring, kindness, and yes, love, belong in the workplace,” she says. “I call these emotions the ‘F’ factor. By that I mean it’s the ‘feeling’ factor that keeps employees happy and engaged. In organizations where the workforce is engaged, bringing their minds, hands, and hearts to work, we see more creativity, efficiency, passion, and profits.”

If you’re still skeptical, Brandi says, try these three exercises to find out how important the “F” factor is:

(1) Write down the names of three companies to which you, as a customer, are loyal, along with three reasons why you’re loyal to each of them. How do you feel when you do business with them? What are the ways in which you could implement some of their customer care techniques in managing your team and serving your customers?

(2) Next, write down the names of three companies with which you no longer do business. Why did they lose your business? How did they make you feel? Examine what those companies did to create those feelings. How can you make sure these feelings don’t occur at your company?

(3) After completing this exercise, do it with your team. Figure out how you can work together to create the kinds of “feel good” experiences that generate customer loyalty.

For more information, e-mail joannabrandi@customercarecoach.com.

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