Today I asked my professional colleague and friend Ruby Newell-Legner, CSP, to guest on my blog and I was delighted when she agreed. As the “Queen of Customer Service”, Ruby works with front-line employees to help them deliver great customer experiences. Here, she offers insights into what makes a great leader from the employee’s perspective.
Would you work for you? How does reporting to you feel? Do you show interest and concern for the employees who report to you? Does the work environment that you create inspire employees to eagerly come to work every day or dread every moment on the clock…or maybe somewhere in between. And most importantly, what can you do to make it better for the employees who report to you and make you look good?
- Thank staff for the work that they do. No matter how many times you think you say thank you, you need to say it more. People who work hard need recognition for what they do. In frequent programs I ask” How many of you feel too motivated on your job?” I have never had anyone raise their hand.
- Communicate in a professional manner. After a conversation with a staff member, reflect back on the circumstances. Did your words maintain respect for the employee as a human being? Was the tone considerate? Was the timing of the conversation appropriate? Was it in the right setting? Did you take the employee aside so their peers did not overhear the discussion? Remember, praise in public, share failure and counsel in private. Continue reading