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Who is in control of your business?
Don't jump to a swift conclusion to this question! It may not be the answer you think. For many business owners and managers the first answer to this question is that they are in control. With a little more thinking you may also say customers. Aren't the customers in control? I mean without a sale there is no business. But wait! Before we can sell our product or service to a customer we need suppliers. That would mean that they have control wouldn't it?? The bank...that's it...without the bank we would not have the money to finance our operation.
All of the above "controllers" do have some merit as an answer to the question. But alas, they are not the "right" answer! The most influential group of people in your business is indeed your staff! Each and every person who is employed in your business has an element of control over its future. Either via their actions they take or words that they use in the presence of every one who comes into contact with your business. This is often called your culture.
A good culture can ensure a business shoots to the top of their market place. A poor culture can bankrupt a business. Fast!!!
So how do you control your culture? The answer is in every communication with every person you converse with every day. The way you speak to your staff is critical to determining the culture of your business and is the only way that you can have "control" over your businesses actions and interactions with your customers and suppliers. Put simply a positive boss will produce positive employees.
The conversations of your employees may be positive and consist of exploring new opportunities for better processes, improving pre and post sales service systems, praise for each other and assistance where necessary, and confidence in the businesses ability to deliver to its customers. These examples would contribute to a positive culture. A negative culture would be created from conversations that are derogatory of others, undermining others achievements, lack of confidence in the delivery of products or services, gossip about others including owners right through to temporary staff.
If you are reading this the bad news is that your business already has its culture. The good news is that it can be changed if yours is not quite how you would like it. But be careful, this cannot happen overnight, and it cannot happen without a plan. Below are some ideas that you may put in place to contribute to a positive shift in culture.
Put a reward and recognition system in place. This could include recognising birthdays of staff, spouses and children and anniverseries of staff. Also recognise employment annivarsaries and if you ever purchase gifts for employees at Christmas or other events ensure that they are tailored to each particular employee and not the same for all. Diarise your employees birthdays in your diary and offer a "Happy Birthday" as soon a you see them in the morning. Rewards for performance could be created that recognise high performing employees for a job well done and include all employees not just sales and management.
- Try to have each employee experience each others role. Time spent in "work experience" in another employees role, especially if it's a role that has processes that precede or follow on from those of an employee, may give a better understanding and appreciation of the other persons challenges and may even result in suggestions that could be beneficial to how each other operate. The owners and managers should also take the time to carry out tasks of their employees but be careful to not fall in to the trap of showing up their employees.
- Organise time where staff are able to meet together to discuss achievements and future plans. This could be a quarterly meeting or annual retreat but is over and above any management or sales meetings that are held regularly which often do not include administration, accounts and other employees.
- Hold a survey of employees that asks them for their ratings on management and direction and satisfaction levels. Ask what is important to them about their job. You will most certainly find that it is not always money but job satisfaction and recognition that is a regular response.
- Document your policies and procedures of your business with all employees contributing to its content where possible. Ensure that this process is inclusive and not a manual that is delivered down from management as a tool to try and "catch out" lower performing employees. Employees who have a clear source of "how to" documents are nearly always happier in their work. They know what, when, how and why to carry out their tasks. Continually encourage them to discuss a better way if they believe there is one available. A work force that is focused on a better way will contribute to a better business and a strong positive culture.
These and many other ideas will all contribute positively to your culture and go a long way to you having control of your business' future. The business will be more profitable and be a workplace of choice for future employees to join and more importantly, for existing employees to remain at happily.
For more information on how to efficiently create your policies and procedure manuals and access many pre written business documents contact us any time.
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