People want to feel respected, they want to understand the relevance of the work they do, and they want to have good relationships with those they work with (especially managers). Infusing these basic elements in the environment positions a team to do their best work, which saves time, lowers stress, and provides customers what they need. It’s a win for everyone. What does this look like day-to-day for you as a manager? That’s where the Essential Habits come in.
In this video, learn what the Essential Habits are and how they specifically impact the work environment and engagement of a company.
John Cochrane, CEO of be.group and a Brand Integrity client for over five years, shines a light on the incredible opportunity facing senior living and senior care organizations. Did you know that:
So, why does 90% of the 65+ market reject what the senior living industry offers?
In the video below, John explains that most organizations are addressing the needs, but not the wants, of their target audience. His inspiring message describes a new mindset, including three strategic changes, that the senior living and senior care market must adopt in order to be a desired attraction, rather than a dreaded option.
“Congratulations! You’ve been recognized!”
That’s the text alert I work up to Saturday morning, announcing that not one, but two team members I work closely with had submitted recognition posts for me.
Wow! Two recognition posts on a Saturday morning—what did I do? Nothing extraordinary stood out to me, but nonetheless, I was excited and curious as I clicked the link to read more. The posts highlighted some collaboration and knowledge sharing I did with other employees to help make our team more effective. In my opinion, it was nothing special and was really just part of what I or anyone would do as a good team member.
I’m not sharing this to brag—that’s not the type of person I am. I’m sharing this because as I read the recognition posts, something was reinforced: What comes naturally to me throughout the workday is important. What I bring to the team is meaningful. Even if I have a rough day (because let’s face it, we all have those days where we just don’t want to DO), I need to keep doing this because it helps the team.
Yes, I work for Brand Integrity, so it’s easy to believe that this blog post is self-serving. However, I’m also a human being and an employee who has inherent needs that should be fulfilled to make me motivated to come to work every day with a positive attitude and drive to do good things.
Our company is successful because we utilize our own solution. We hire people who are right for our culture. We take our employee culture survey and talk about the results openly so we all know what we’re doing really well, and where we can make improvements. We use our recognition platform to share best practices and celebrate when we are living our values.
The long and short of it is, recognition matters. Recognition helps motivate. Recognition feels good.
More companies would benefit from adopting this approach to drive employee engagement.
Engagement is being motivated and committed to act in the best interest of the company. It is often referenced as a goal for businesses, but in order for the word to really have power, what does it look like? Why is engagement such a common a goal for so many companies?
This video is intended to help managers get focused on the impact that engaging employees can have for them, their customers, and the business.
Imagine if your partner or spouse gave you a customer satisfaction survey to fill out twice a year. Or even once a month. How would the results impact your relationship? And, what if the results were posted on your refrigerator where you both could see them, but no one ever talked about them? (Did you really mean to rate him a 1 for punctuality?)
Now, think about how your customers feel when they are surveyed and never hear from anyone. The opportunity for misunderstanding is enormous. Perhaps a long-time customer rated your organization poorly across the board, but really just wanted to vent about a late shipment. Or maybe a customer gave everything a perfectly neutral score. Does she not care about your products or services? Maybe she doesn’t care about surveys.
You’ll never know until you ask.
At Brand Integrity, we treat surveys as the beginning of a conversation—not the end. Because we focus on trends rather than benchmarks, and on relationships rather than data, we can confidently say that our value lies in the actionable insights that are drawn from the data over time, with proven results.
So the next time you survey your customers (or employees), consider it the start of a relationship, not the end of a process. You may be surprised at how much you learn and how simple it is to turn an unhappy or even passive customer into an enthusiastic promoter of your organization.