Tenet 10 IconIn the previous two Tenets, we’ve discussed our Company strategies and goals and our competition. In the 10th Tenet, we’ll tie those discussions together by focusing on your role.

 

In Tenet 8 – Create Value, we discussed our Company’s direction from a high level. Those goals are based on what the Company needs to do in order to remain relevant to its customer base. You also need to understand how those goals translate into your regional, department, team, and individual goals. The further you look into the organization, the more granular, manageable, and actionable the goals become.

 

Now that you are aware of these goals, where do you fit in?

 

You and your Manager/Supervisor should work together to determine your individual objectives.  They should be defined in a way that allows you to understand your contribution in helping the Company achieve its long- and short-term goals. Some individual objectives may be related to programs and projects already in progress. Each of these programs and projects is meant to affect a change in the Company and move it closer to its goals. You may be aware of some of these projects and not recognize them as being change-related. Examples may include implementations or changes to systems, processes, sales or distribution channels, goods or services, or industry.

 

Change is hard. Most change management projects fail because people lack an understanding of the importance and benefits of the program to the Company’s overall objectives. Some of these programs and projects may require you and your coworkers to change the way you currently work and that is not always easy. If these projects face resistance, there will be a delay in their value to the Company. Ultimately, these changes must be embraced because they benefit your customers and help differentiate the Company from its competition.

 

Speaking of our competition, let’s consider Tenet 9 – Do More, Better, Faster, Different.  In that Tenet, you learned that all companies have the potential to affect your customer’s expectations. As customer expectations evolve over time, you and your Company must take a focused and active approach to meet and exceed the needs of its customers.

 

How do you know how you are doing?

 

You have to measure your efforts by collecting statistics from your feedback sources. Examples may include the number of complaints received, the number of customers gained or lost over a specific period, or the number of employees gained or lost over a specific period. As Tenet 5 – Feedback from Customers is a Gift mentioned, feedback determines what business practices and actions please customers and it provides the opportunity to make adjustments or changes where needed. You have to understand the current state of your customer service efforts in order to build on any strengths and to address any issues.

 

Takeaway

Through the 10 Tenets of Better Engaged Employees, you have learned ideas that can have an immediate and positive impact on your customers. Build on what you’ve learned by actively incorporating the information into your daily interactions with customers. Understand how you, as an individual, impact the Company’s long-and short-term goals. Honor your customers by recognizing the value and importance of change. And finally, keep your customers in mind at all times and continually question if you are meeting their expectations.

 

 

Let’s Engage!

I’m Agent in Engagement Simpson…Gregory F Simpson.

I’m excited about this opportunity to connect with fellow “Agents.” Subscribe to the RSS Feed to receive the latest updates and/or register  to comment on posts.

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Email me at g…@a…t.com.
Learn more about me at www.gregoryfsimpson.com.

 

P.S.  First time here? Welcome to the Agent In Engagement site. Thanks for taking the time to stop by!  I hope you’ll explore the rest of the site. Let me know what employee engagement topics interest you.

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