Why it's so important to motivate staff
Here's the bitter truth: for the most part, staff feel unappreciated, unthanked, and unrecognised.
Whenever I interview staff about their working environment, this is the primary concern that staff express.
Their second major concern is that they are not listened to – not really listened to, so that they know they have been heard, and that they have been understood.
Whenever I discuss this with managers I get the same response:
“But I do listen.”
“I do thank them – all the time.”
So there's a gap.
Managers probably do listen. And they probably do thank their staff. But perhaps they don't do it often enough. And perhaps it is the way that they do it that isn't working.
Listening well and recognising achievement and contribution are key drivers for motivation.
Remember the last time someone listened to you and you felt really understood? You probably fell in love with them.
They probably looked you in the eye. They focussed their whole concentration on you. In that moment, there was nothing else in the world but you.
That's real listening. And when people are really listened to, they feel appreciated.
If your staff don't feel appreciated and listened to, it's fairly likely that they won't treat your customers that way.
To talk to me about your organisation's customer service, motivation or listening skills, email maggie@parexcellence.net.au or phone 0402 301 402.
I offer consulting, training, facilitation and video programs to transform your organisation's customer service.
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Learning to listen, really listen