There are probably few things that strike more fear in a person’s heart than realizing you have to go to the DMV. It’s right up there with jury duty. It’s like walking into a black hole of despair that seemingly has no end. You never know how bad it will be. Or how long it will last. Then for goodness sake, why would you ever want your business to be like the DMV? Because just like in business, there is always a stand out.
Happy Employees Equal Happy Customers
While registering our car last week, I thankfully found that one stand out. And although I was terrified at the prospect of toting 2 year old Weston to the DMV with me, it turned out to be a pleasant surprise. It was dare I say, enjoyable. How is that even possible? The DMV being enjoyable? Even with a rascally two year old? Yep. Because the employees were happy.
And while I’ve talked about this before, I thought it was high time to talk about this again. Clients can only enjoy your business as much as your employees do. If employees hate their work, it’s a guarantee a client will too. That’s why the DMV is so awful. It almost seems to be a job requirement, “Must hate work. And spread your sour attitude to all those you interact with. ” It’s like the DMV staff somehow get enjoyment from torturing you. They know you have to do your business there. If you don’t, you will be fined heavily. So they can take all of their frustrations out on you, and it just doesn’t matter.
But at the DMV I recently visited this was clearly not the case. As you walked in, there were no scowling faces. No desperate looks from other customers. Not even any long lines. Just a pleasant chime of activity, conversation, and lots of empty chairs.
Management Decides How Happy Employees Will Be
Now, how in the world does a DMV become pleasant and efficient? Management. Whoever is running that DMV understands that employees can only do their best if they enjoy working there. And employees can only enjoy working there, if management allows it. If there are strict rules against any socialization while working, being able to come up with creative solutions without asking management, or having a little freedom to show your personality, it’s a guarantee your employees will hate their job. And the customers will feel the pain.
So how do you ensure that employees are doing the right thing? While also giving them freedom? Train them well, on a very regular basis, then trust them. No need to constantly watch over their shoulder. Or check in with them twenty times a day. Let them know exactly what to do. And then let them do it. Be available for help, and check in periodically to ensure they’re doing ok, but don’t micromanage. That’s a recipe for disaster. Because an employee will only treat a customer as well as he is treated by the manager. So be sure to treat your staff very, very well.
Happiness Equals Profits
Therefore, the next time you want to jump in and tell your design assistant or contractor all the ways they’re doing something wrong, or give them a few too many rules, maybe take a moment and think over whether this is worth it. Or if you could deliver it a different way. Or if you should maybe step back for a moment and see if they’ll figure out the situation themselves.
A lot of times those in the forefront working on the day to day problems are actually better equipped to deal with those exact problems anyways. They’ve seen them before, and handled them. Maybe you just never knew. So appreciate your employees. Celebrate them regularly. Appreciate them. Give them a little freedom. Ask for their feedback and ideas on ways to improve the business. Encourage their active participation in the business. Because when your employees are consistently happy with your business, customers are consistently happy with your business. And that happiness pays.
If you’d like even more help making sure your employees and customers are happy, go here to find out how!