All organizations develop with time. The question is, "Develop into what?"
A healthy bottom-line is an impressive barometer of success and yet, what does your employee turn-over look like? Does performance at every level align with and reflect your corporate mission and values? How much of your business comes from referrals (whether viral or word-of-mouth)?
Countless companies say, "Our team members are our greatest resource!"
Nice sentiment. Truly.
Let's say your employee turn-over is hovering around industry norm. Is that actually acceptable or is it just "standard"?
If you were losing your 2nd greatest asset (capital, customers or market share) at the same rate you were losing employees, would everyone just sigh, shake their head at the dismal update and move on to the next order of business?
What if you were able to decrease turn-over annually by ten to twenty-five percent?
How this would impact your NOI? And, what if you not only retained your best, but your team was made up of an engaged workforce, passionate about their company and what they did each day? Would that type of scenario have an impact on the service quality and satisfaction levels of your customers?
Speaking of customer service:
Recent studies show that there is a huge disparity between the ratings a customer gives a company for its quality of service and how the company actually perceives itself.
Want to bet your daily mocha 'chino habit on how accurately a company's ratings match their customers' opinions?
Hope you didn't take us up on the gamble, 'cause the answer is a stunner. Companies tend to overrate themselves by as much as 70%.
If you couldn't tell: We're passionate about helping organizations create systematic change that improves employee satisfaction and performance. We get fired up about assisting teams move beyond average to extraordinary. We fervently support companies as they progress from merely satisfying customers to earning the loyalty of their customers. (We hope you wouldn't expect us to be clinical about it.)
