Your Team Is Your Most Important Asset

by Ellen O. Brownell

“You can dream, create, design and build the most wonderful place in the world … but it requires people to make the dream a reality.”

–Walt Disney

A friend recently required a half-million-dollar liability insurance policy before he could execute a contract for an important kitchen renovation job, and time was of the essence. Based on a recommendation, I contacted Joni Ginno of State Farm, and she instantly moved into overdrive.

Within an hour, she had located a policy that would fulfill his specific needs. Within what seemed like only moments, her staff had completed all the necessary paperwork and by days end, he had verification of the required coverage. Impressive? Yes! The staff was friendly, eager to respond to questions and genuinely concerned with his needs and issues. It was also apparent they worked well as a unified team. After the dust cleared, he had a long talk with Ginno over the phone about how she had developed her business and staff in order to provide such exceptional service.

Through the years, Ginno found that in order to succeed, she would need to create a positive team and customer service approach to business. She realized early that the quality of her organization’s customer service must match exactly her vision for the business. Ginno would only succeed at accomplishing her business vision and mission if all of her staff members were in the loop and working well together. To accomplish that, her staff became her number one priority.

When she discussed the various steps and techniques she used to develop her cohesive team, she shared the following:

Create an action plan together. Every business must have a mission, a vision for the future and an action plan to make it happen. It is important that everyone be involved in the development process. People want to know their opinion matters. When staff is involved in the decision making process, they buy-in to making it happen.

Modify your plan regularly. Action plans will not do a business any good unless they are constantly reviewed and updated. What may be applicable today, very well could be outdated six months from now. Be willing to make your action plan an ever-changing working draft that is reviewed by everyone each week.

Create a positive work environment. Let the staff provide input and make choices that directly affect them. It can be as simple as letting them select the radio station or music you listen to. Request their input when selecting office furniture, equipment for a job or a software system. They will probably be using it more often than you will, and it is important they feel comfortable in the environment they spend more waking time in than their home. Creativity and positive customer focus are all by products of a positive work environment.

Hold staff meetings off-site. Take a break. Meet for breakfast at a local coffee house. Go out to lunch together. Don’t allow staff meetings to become mundane. New surroundings stimulate creativity and out of the box thinking.

Communicate regularly. More often than not, organizations fail to complete their vision because communication between the owner or administration and the frontline staff is poor. As issues or items come up, address them. Don’t wait for staff meetings. Keep your door open and always be ready to listen.

Remind the staff how important they are and express your appreciation. A verbal pat on the back is always welcome and much appreciated. Reinforce your appreciation with a few extras now and then, such as pocket flashlights, donuts or pizza for lunch.

Create mutual trust and respect. If you expect the staff to have respect for your customers, then you must provide an environment that will help them develop this skill. Respect is created and developed when you are supportive, honest and accountable for your actions, decisions and mistakes.

Provide incentives. Establish monthly goals as a team. If team members complete and accomplish their goals, then give them something special. It can be a gift certificate, a round of golf or concert tickets. Make it something they want so they become excited about completing their monthly goals.

Support their professional growth and development. Staff development is just as important for the frontline as it is for management. An investment in your staff’s professional growth is an investment in your organization. Establish training needs with the staff on a regular basis. Make completion of training programs an important part of their annual evaluation.

Honor individual strengths. One staff member may be particularly skilled at dealing with irate customers while another has exceptional telephone skills or skills performing a difficult fabrication task. Realize that each employee has special natural abilities and strengths they bring to the job. Capitalize on those strengths by shifting leadership for projects or to handle specific client needs.

Solve problems together. For the most part, people want to be challenged. Employees want to be part of the solution process. By involving staff in the problem-solving process, you indicate you trust their judgment and respect their opinion.

Develop shared accountability. High-performance teams establish high standards and goals and hold themselves accountable. People are willing to set those standards if they feel everyone is working together and toward the same vision in a supportive environment. People are more willing to help each other when goals are shared and the environment is supportive.

Ask questions often. As a manager or business owner, it should be your objective to constantly ask questions in order to improve the working conditions and the chances of your team to accomplish your vision.  Some of the questions you need to ask include the following:

  • What can I do to make your work life better?
  • What if…?
  • Have we considered…?
  • What are your suggestions regarding…?
  • How can we change to better serve the customer?

Set an example. A team is only as good as its leader. An owner, executive or manager must constantly set the example of how business is to be conducted. How you treat your staff is how the staff will treat the customer. Be positive, upbeat and care about your staff. After all, they are your most valuable assets.

Have fun every day. People want to work in an environment that is not only challenging but fun as well. Add humor to situations when it is appropriate. Encourage the circulation of comic strips that emphasize a point. Be willing to laugh at yourself. It indicates to the staff you also make mistakes and establishes an environment that encourages staff to risk without fear.

Often, businesses and organizations fail to develop and invest in their most important asset, their employees. If you hire well and spend time developing your staff and creating an environment that encourages creativity, risk taking, trust and respect, then your customers will ultimately benefit. Your employees are your most valuable assets. Remember to respond to their needs just like you would a client in order to develop a climate that resonates with customer care.

 

About the Author

Eileen O. Brownell is president of Training Solutions, a Chico, Calif.-based firm. For more than 25 years, Brownell continues to be noted as the ‘high-energy’ speaker and trainer who captivates her audiences and makes learning a lasting experience. Her expertise is in the areas of customer service, conflict resolution, communication and team development. She is licensed to use the Carlson Learning Products that enhance the learning process. Cable television stations have shown Brownell’s educational programs. She can be found in Who’s Who in California, American Women, Professional Speaking and Outstanding Young American Women. “We cannot choose the challenges that confront us. Nevertheless, we can pick our attitude and how we react,” is her philosophy.

Copyright© 2002, Eileen O. Brownell. All right reserved. For information, contact FrogPond at email [email protected].