Category Archives: Employee management

Catalyze Yourself Through Client Motivation

All the recurring issues about client satisfaction in business are surely not simple table top topics of meetings. There is no doubt whatsoever that client satisfaction is the most significant metric that is measured in a business and it is one of the strongest factors that heights the business.

But, let’s be honest, client satisfaction is no piece of cake. As hard as you may work, you might never be able to attain the satisfaction quotient that you expect from your clients. Handling their complaints, maintaining their profits and regaining trust from older customers can be a hard task – physically and emotionally. On the other hand, glitches of positivity from the customer end always arise, which can be made constant by channelizing your transactions with the clients.

Here are a few points that can help you gain good client satisfaction by motivating them.

Link up with your sales team

You must know what promises your sales team is making with clients during a closure so that your work is in compliance with the customer expectation. This is a must-do step. The situation where the sales team and you are not on the same line can be very conflicting in a long-term tenure. In order to deliver appropriately, your knowledge about the services closed by the sales team must never be blurring. So, connect with your sales team consistently.

Discuss the goals with your client

Before you start working on a project, it is necessary to discuss it with the clients. Set up goals with your client in the loop; let them know what you will be doing, how you will be working and what is most probably expected as the results. Set achievable goals and be smart. Communicate the aim with specific objectives, quantify where you can, do not promise for what is not attainable or is doubted to be attainable and be honest. Remember to disclose any uncertainty matters to your clients.

Keep them informed

Do not abandon them as you embark on the project journey. Remember, it is THEIR project and they should be involved in it for successful results. It is their right to know every step that is being taken in their work with respect to time, finance and people. Keeping them involved gives them a sense of security and even if you are not able to attain as expected, they will trust you. Update them with your hard work regularly and ensure that all special offers are communicated in time.

Do not make you communication robotic

Make them feel as a part of your team, communicate with them as a peer. Get rid of those email templates and call scripts – no one gets personal with a call centre call. They need to know that you consider them as a component of your squad. You need not be formal if your work is strong. Inform your clients of all the positives and negatives of the current scenario in the project. Also, do not get over-informal. Be professional.

The above are some minor tips that you can follow to easily win over your clients and motivate them to give those positive glitches as well as retain them effectively. Follow them and share your experience with us on info@bmconsulting.in or visit us at www.bmconsulting.in for more information.

Employee Engagement for Business Success

Business can be measured through a myriad ways – profits, revenue, capital, assets, brand equity and the list can go on. But among all these, one tends to overlook the importance of one of the most significant aspects – the intangibles that are acquired in the business. Measuring intangibles should be a crucial portion of your business measurement process. Considering the key drivers of your corporate success, it is of utmost necessity to scrutinise the true impetus: your employees.

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Employees are essentially the determining factors between successful and growing businesses and the ones that are not able to sustain/develop. All companies that have considerable employee engagement are seen to substantially progress in terms of achievement, size and dynamism. Employee engagement is known to drive the organization towards all positive factors in the corporate world including better customer satisfaction, better results, increased productivity and deeper market penetration.

As a manager, there are certain points that are necessary to keep your employees with you. Always remember that people do not leave ‘bad’ companies, they leave ‘bad’ bosses. First and foremost, keep in mind that recognition declines should be avoided at all times. A person appreciated works more than his capability and therefore it is necessary for every management to issue recognition at regular intervals for all employees. This also helps to build up a positive culture at workplace, which in turn drives employee engagement at office.

Secondly, make sure that you acknowledge the emotional needs of all your staffs. They must never feel that they are not part of the team at work. Encourage team work and implement the importance of listening and considering every opinion in a team. Every member should reckon that he/she is contributing well to the progress of the ongoing project. Defying should be mild with an apt explanation. As a manager, you should be expert at ‘creating from chaos’!

Delegation should be done timely and appropriately – never load up a single person. While delegating, just keep fine lines for creating and learning opportunities. Show your team that they have capability and give them space for growth. Instead of making a to-do list, sit with your team and build up a strategy, involving everyone. Next time, they will innovate further using your schemes.

Numerous of industries have greatly benefitted by including employee engagement in their business. Wells Fargo measured their employee engagement using the “happy-to-grumpy” ratio and over time they found a noteworthy relation between employee engagement and productivity as well as customer satisfaction. Best Buy found that for every 10th of a point it boosted employee engagement, its store saw a $100,000 increase in operating income annually. The Dow Chemical company’s “Human approach” technology driven recognition method enables the company to align its global workforce with company goals and values.

While measuring employee engagement, use proper metrics. In general, achievements, awards and experience are used to evaluate staff members. Change this trend, variate the metrics. Use factors such as program costs, productivity and target achievements in a period of time. These factors are more realistic and applicable to the present time. In addition, run surveys from time to time to make sure that you a satisfied, well-working team in hand!