Imagine if your leadership style and workplace environment were subject to reviews on Trustpilot or TripAdvisor.
How would your team rate their experience?
Would they feel valued, supported, and empowered?
What would they ask you to stop doing, start doing and continue to do?
Too often, organisations focus solely on customer satisfaction while neglecting the well-being of their employees. Yet, the most successful businesses recognise that staff are just as important as customers.
They are the face of your brand, the drivers of your mission, and the foundation of your success. If we prioritised our employees the way we do our customers, the impact on morale, loyalty, and productivity would be profound.
The Power of Feeling Valued
Over the years, I have worked across various sectors, including local authorities, health boards, education, in hospitality, tourism, and more. I have experienced being both an employee and an independent contractor delivering services for organisations while technically being an outsider and I have noticed a difference! Despite being an outsider, I have felt truly valued and supported by the organisations I work with, despite not being a formal part of their internal teams and I think that’s because they treat me like I am a customer (even though they are technically mine).
On one contract, every morning, they would check in with me, ensuring I have everything I need. They encouraged me to reach out if I had any concerns. A fellow freelancer even met me on my first day to help me settle into a new environment. These small but meaningful gestures create a sense of belonging and loyalty that goes beyond contractual obligations.
They recognise that when I step into a room to facilitate training, I represent their brand, and they wanted me to keep coming back. It was in their best interest to ensure I am at my best, physically, emotionally, and mentally. So, they took proactive steps to support me, knowing that their investment in me translated directly into the quality of service I provided.
A Workforce is Like a Toolbox
Think of your team as a carefully curated set of tools. If you hired a carpenter, how would you feel if they arrived at the job, you have booked them for and said, “I’m sorry, but my tools are dull, so my work might not be up to standard today”. You would expect a professional to maintain their tools, ensuring they are sharp and well-cared for.
The same principle applies to our employees.
Your team members are your most valuable tools. Their well-being, confidence, trust, and resilience are your responsibility to nurture. A well-supported employee is more engaged, innovative, and productive. If you neglect them, they will become disengaged, their performance will suffer, and eventually, they may leave in search of an organisation that values them more.
Transparency alert! I didn’t always get this right when I was managing teams and as I reflect on that I wonder why? It wasn’t for a lack of compassion and desire to be the best leader as I could, but I may not always have looked after my own well-being enough to create the space and internal resource needed to manage my teams as effectively as I could. Sometimes that was down to me and others, it was linked to workplace culture. With that in mind, here’s where I’ve got to on this…
Creating a Workplace Where People Thrive
So, how can leaders treat their staff like valued customers?
- Check-In Regularly. Just as you would follow up with a customer, take time to check in on your employees. Ask them what they need, how they’re feeling, and if there are any obstacles in their way.
- Provide Growth Opportunities. Customers appreciate businesses that evolve and improve their offerings. Likewise, employees thrive when given opportunities to develop their skills, expand their roles, and pursue their passions.
- Show Appreciation. A simple “thank you” or acknowledgment of hard work can go a long way in making employees feel valued and seen.
- Support Work-Life Balance. Would you expect a customer to remain loyal if your service was exhausting or inconvenient? Treat your employees with the same level of care, ensuring they have the time and space to recharge.
- Invest in Their Well-Being. Whether it’s encouraging breaks, offering mental health resources, or fostering a positive work culture, taking care of your employees means they can take care of your customers.
Final Thoughts
At the end of the day, businesses succeed when the people within them feel seen, heard, and supported. Employees are not just cogs in a machine; they are the heart of your organisation. If you want them to give their best, then give them your best, because when you take care of your team, they will take care of your business.
I offer a range of workshops, programs and coaching that I adapt to make bespoke to your organisational and team needs. You can explore my services below:
Workshops, Facilitation, Coaching
