(WOWEDFactor Definition: a customer service experience that was so extraordinary, "humanizing, engaging or connecting," your perception of the person you were dealing with, and consequently the business or organization, became significantly enhanced)
In order for employees to want to deliver the WOWEDFactor, they have to have a sense of ownership; they must have a "piece of the rock."
The question is how does a business or organization establish a culture where employees want to deliver? The first step is hiring the right person. The second is creating a work environment where employees are motivated to deliver on every moment of truth.
So, if you’re fortunate enough to have hired the right people, how do you motivate them to own their moments of truth? True motivators are factors that foster an inner desire to work by satisfying certain needs important to the individual. Maintainers are factors that must be kept at a satisfactory level in order for employees to maintain performance. A George Mason University study was conducted in which employees ranked ten factors in terms of the motivational value to them. Managers and supervisors then were asked to rank the same ten factors in terms of how they thought their employees would rank them. The results differed. Employees said they were best motivated by: 1) being in an interesting work environment, 2) being fully appreciated for the work they do and 3) feeling that they are in on things. Managers and supervisors said they thought their employees would say they were motivated by: 1) good wages, 2) job security and 3) promotion and growth.
The three factors that managers and supervisors thought were most important to employees are not motivators but maintainers. Regarding wages, for example, employees want their pay at a level consistent with employees doing similar tasks for other companies. An “inner desire” is not created, however, by good pay. In order to get employees to recognize and deliver on moments of truth, your lifeline to satisfying and keeping customers, you need to do more than “maintain performance.” The more employees feel humanized, engaged or connected (our WOWEDFactor definition) the more job “ownership” they perceive and the more energy and insight they bring to those crucial moments of truth that influence service image.
Here’s what it’s about: if managers can convey the WOWEDFactor to their internal customers (employees), they can set up a culture where employees perceive ownership and that will begat greater WOWEDFactor differentiation experiences with external customers.
Do your employees have a piece of the rock?
Firestone
firestone@wowedamerica.com
314-863-4000
