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iManage, Issue #25 -- Do you have Loyal Employees? 3 Steps to Exceptional Employee Care
August 04, 2011


Do you have Loyal Employees? 3 Steps to Exceptional Employee Care

Business owners often focus on building a loyal customer base. It is much easier to sell to an existing, happy customer than to a new one.

So if Fred wants to impress and reward his regular customers, he will provide exceptional customer care, so that they will come back time and time again.

As a manager, how would it be if you saw your employees as customers - and gave them exceptional employee care? Many of Fred's ideas could be used to build a loyal employee base.

What can you do to help your employees look forward to coming to work each day? How can you impress them so that they won't feel the need to look elsewhere for a job?

Here are 3 steps to help build employee loyalty:

Step 1: Say Thank You

How often in the day do you say "thank you" for a job well done? If your employees are putting in a lot of hard work to reach a deadline, or solve a work issue, and that goes unrecognised, you have missed a valuable opportunity to motivate and create feelings of loyalty.

When you feel under pressure and have a lot of demands on your time, it is easy to take good work for granted. So why not have a goal in your diary to say "thank you" at the right moment to at least 3 people each day. (This applies at home as well!) It does not take long, and it is free.

Step 2: Surprise Your Employees

Some companies offer their employees end of year bonuses, summer BBQS and so on as a token of their appreciation. These efforts to reward employees are important. To really impress your employees, provide them with small tokens when they have done a good job and when they are least expecting it. People love a nice surprise (whether they are employees, customers or family!) and it does not have to be an expensive token.

A business owner I know once gave his employees chocolate eggs at Easter. Another gave a voucher for a meal in a local restaurant. It is the thought that counts.. and if you keep changing the reward and the timing then employees don't expect it or take it for granted.

Step 3: Listen to Your Employees

You are more likely to shop in a place where the assistant has a welcoming smile and makes an effort to talk and listen to you. One of the best ways to develop loyal employees is to give them the same treatment. For example, make sure that you get your team together at least once a week to review progress and discuss what lies ahead.

In addition, give each individual some un-interrupted time on a regular basis, where they can discuss issues that concern them outside of the day to day work. This might be plans to develop their skills and experience, opportunities to get a promotion or transfer and so on. Even a 15 minute chat over a coffee can make a big difference.

If an employee feels that you have a genuine interest in their wellbeing and contribution to the business, then they are more likely to want to stay for the long term.

So the next time you meet Fred, observe what he is doing to build a loyal customer base. Can some of his ideas apply in your workplace?

Finally, make a note of our next free webinar in your diary - happening at 7.30 pm GMT on 23 August. We will be covering another important issue in managing employees - how to recognise and deal with bullying and harassment in the workplace. Details to follow soon!

For detailed advice on building motivation, download our workbook: How to Build Motivation in the Workplace for a step by step approach with lots of practical tips.

Best wishes

Ann Halloran

Practical Management Skills

Practical management skills advice for business owners and managers. Get best practice tips on a personal development and people management skills such as time management, leadership, communication, managing change and more.

Content based on 30 years management/consultancy experience gained in a wide range of business sectors.

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