In 2008, Appletree Answers decided to tackle turnover among frontline employees at its call centre. They were matching industry standards but they wanted to do better. There were a few difficulties that made cohesion a little more difficult but his leadership team were painfully out of touch. This started the practice of creating and implementing Core Values.
Appletree Answering Service - Core Values - John Ratliff
It started with outcomes, defining what the end game is. So with Core Values, what should be expected from them? How do you want people to behave and why? Do not try to implement these if you do not care.
Remember it's the journey and not the destination - here it is focus on the experience. How can I make your experience better? Appletree Answers has an HR person whose title reads, Employee Experience Manager. Job outcome - create an environment that fostered new ways to engage and teach employees and to ensure those stayed aligned with the company's Core Values. Make the right decision from a foundation that mattered.
There is something to say about knowing the words that are used in our office space. Are they courteous or punitive? By that I mean, what does your signs in the parking lot say, "Welcome" or "For employees Only." Can employees even notice the inspirational signs, recite Core Values or the Mission Statement? What are you doing to make the "platitudes" come to life?
Let's not create a policy for the 10% who have a poor work ethic, take advantage of the systems in place or show poor judgement. Address those people with Core Values. Focus energy and recognition on the 90% that are trying and doing the right things.
Appletree Answers Company Profile
No comments:
Post a Comment