Monday, January 20, 2014
What is employee engagement? Is something that can be seen or touched? Do employees know if they are engaged or not engaged? How do we identify an engaged employee?
These are all questions I have had regarding the topic of employee engagement. My interest started several years ago as I discussed payroll and HR issues with companies. What I determined is that many of the payroll and HR issues were only the symptoms, not the real problem. Employers would tell me of employees who were constantly complaining, preforming below abilities, no enthusiasm, no motivation and of most concerned to payroll, always believing they were be treated unfairly. Sound familiar? Yea, I am afraid this would describe a majority of business environments today.
But how do we identify engaged employees and by contrast non engaged employees? The term employee engagement is broad in its application. It seems Supreme Court Justice Potter Stewart?s comments (paraphrased) ?I may not can define it, but I know it when I see it? apply to this topic. I believe we can recognize an engaged employee, and I think I just had a sighting.
Hampton Inn Eastchase, Montgomery Al. I travel frequently and as a result meet hundreds of employees in the hospitality and travel industry. It is very difficult and unappreciated work, no one notices until things do not go right, so many times these employees only hear disgruntled and angry comments. I believe this is the reason many of the workers in this industry preform at a minimum required level.? If I only am going to hear about the mistakes why try hard, no one will notice?, seems to be the attitude of many.
Enter Ms. Mona. I am sitting eating breakfast (free, thank you Hampton Inn) when this lady approaches the table. She is wearing an apron so I suspect she is working. As she approaches the table and I look up she asks
?Is this your first time to stay with us?? Yes.
?My name is Ms. Mona, I am your breakfast hostess, is there anything you need?? No.
?Please let me know if you need anything, I will be here in this area?. Ok, thank you.
?Are you checking out today?? Yes.
?Then I wish you a blessed day, a peaceful day, and be careful out there on that ol? interstate. The next time you are through this way please keep us in mind?.
Bingo, I think I just had an engaged employee sighting. Ms. Mona was fully engaged and as a result she engaged me, and not only me, but I observed the same conversation with every person sitting and eating breakfast. In between greeting patrons Ms. Mona kept the breakfast area stocked and met many special requests.
Will I consider the Hampton Inn Eastchase the next time I am in Montgomery? You bet I will, and not because it was a nice hotel, but because Ms. Mona made an impression on me and made me feel welcome. That is engagement.
While I do not know for sure, my guess is that Ms. Mona is a joy to have on the staff. She gets along with co-workers, she performs her job without having to be constantly monitored and she consistently brings value to the customers of the company.
That is an engaged employee. What if all our employees treated customers like Ms. Mona? What if all our employees had the attitude of kindness and excitement when they came to work?
Payroll and HR is not just payroll rules and regulations. We have written extensively on the rules, and will continue to do so, but for this blog I wanted to recognize that engaged employees can make our jobs much easier.
If you have questions regarding how to engage your employees contact
gary@illuminaregroupinc.com.
Gary Garner ? The Payroll Answer Guy