Richard Branson says he values his employees first – even before his customers. His view is happy employees equal happy customers. So his focus is on making his employee service outstanding, so it has a trickle-down effect for his customers.
You can’t provide excellent customer service if your employee service is lacking.
We’ve seen this first-hand in our business, where situations have either stabilized or spiraled out of control based on the employee service we provide.
It may sound cliche, but simple acts such as saying “thank you” go a long way. Expressing gratitude and supporting your staff in tangible ways goes a long way for office morale.
We often hear about word-of-mouth marketing in our industry. Well, there’s also word-of-mouth recruiting. It’s a lot easier to attract caregivers when you have a good reputation in their community rather than a wrong first impression.
Providing exceptional employee service and support to your caregivers will never backfire, yet there are so many agencies that treat their caregivers as expendable.
We’ve learned that a successful caregiver team needs to work side by side with our office staff. Our supervisor’s job is to fill the gaps that allow our office to do their jobs more efficiently.
Currently, there is a high demand for caregivers. Our hiring managers are in charge of reaching out to potential candidates to collect employment documentation.
Every day our supervisors ask our office staff, “How can I help you?”
Being a scheduler, a recruiter, or managing care quality is not an easy job. It takes a rare type of person to handle those stressful situations.
A big part of our management team’s responsibilities is providing outstanding employee service to our colleagues to make their jobs a little easier.
So think about what type of organization you want to run or encourage. You don’t need to be a CEO to improve employee service in your workplace.
Start by recognizing the staff that helps you do your job. Then pay it forward by asking others how you can help them.
Say “thank you” and occasionally be the subordinate by asking how you can help.