keeping employees engaged & customers cheerful in turbulent times loretta love huff, m.b.a....

Keeping Employees Engaged& Customers Cheerful

In Turbulent Times

Loretta Love Huff, M.B.A.Emerald Harvest Consultingwww.EmeraldHarvest.com

www.EmeraldHarvest.com 602.454.7787

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ENGAGED EMPLOYEES

The right people, in the right jobs, doing the right things, right!

Loretta Love Huff


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Engaged Employees – or Not Less than ½ (46%) of employees are fully

engaged

Almost 33% are not engaged at all!

Performance Assessment Network2004-05

Your employees may have up to 80% of the communications with your customers


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Engaged Employees

A Great Place to Work® is one where you: Trust the people you work for, Have pride in what you do, and Enjoy the people you work with

Creating a Great Place to Work®: Lessons from the “100 Best”Great Place to Work Institute


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Engaged Employees

When employees are engaged: More communication Better problem definition Improved number & quality of decisions Increased likelihood of best option selected Higher buy-in and commitment


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Engaged Employees

People don’t care how much you know until they know how much you care.

John Maxwell


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Engaged Employees

Components of Job Satisfaction High quality leadership Career opportunities/healthcare Involvement in decisions Work-life balance Challenging, meaningful, complex work

Wilson Group“Personal Preference Survey”


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Engaged Employees

People are doing repetitive stuff – big people in little assignments grinding away at jobs too small for their souls.

People don’t want to work for a company; they want to work for a cause that transcends the dullness of their everyday lives.

Studs TerkelWorking


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Engaged Employees

A vision without a task is but a dream. A task without a vision is drudgery. A vision with a task is the hope of the world.

Dinah Maria Mulock Craik(1826 – 1887)


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Engaged Employees Benefits of vision

Forms the basis of extraordinary effort Provides a context for strategic and tactical

decisions Creates cohesion, teamwork and community Lays groundwork for an organization to

move past dependence on a few key individuals

Beyond EntrepreneurshipCollier & Lazier


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Keeping Employees Engaged Actions

What’s your “cause”? How can you demonstrate how much you care? What responsibilities can you delegate? Assess your employees. How can you help

them grow? What problems can they help you solve? How can you get them involved in decision

making & engaged in the outcome?


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INDUSTRY TRENDS The insurance community faces:

unrelenting pressures on costs increasing service expectations from

customers demands for more sophisticated

products and services new requirements for distributors and

insurers the introduction of new technologies and

systems.


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CHEERFUL CUSTOMERS

The quality of our work depends on the quality of our people.

Unknown

The longer you wait, the harder it is to produce outstanding customer service.

William H. Davidow


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Cheerful CustomersIt’s more important than ever that

companies get their customer relationships right, because with the Internet, breaking up is easier to do.

Woodruff ‘Woody’ DriggsAccenture

Being on par in terms of price and quality only gets you into the game. Service

wins the game. Tony Alessandra


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Cheerful Customers – or Not

Reasons people change providers Lower prices – 80% Better service – 58% Better products – 48%


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Cheerful Customers – or Not Six in ten customers defect because

of poor service, not quality

It costs four to 10 times as much to capture a new customer as it does to provide good service to an existing one.

The Gartner Group


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Cheerful Customers Insurance biz = a relationship biz

Customers buy products from a company but form relationships with its people

How do you develop and execute an effective relationship strategy in a non-relationship world?


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Cheerful Customers

Building loyalty with after-sale care & support Communicate with your clients

throughout the year – every other month at least Newsletters & tips Birthdays Holidays Relevant news items


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Cheerful Customers Building profitability – extending

the relationship Identify customer profitability levels

1. List clients you know by namea. Sort & rank them by product linesb. Identify products they’re missing

2. Clients who have more than one product a. Sort & rank them by product linesb. Identify products they’re missing

3. Clients with only one producta. Identify products they’re missing


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Cheerful Customers Building profitability – extending

the relationship (con’t.) Create marketing plan for each client

1. Identify products you want to market2. Match products to clients3. Call & schedule annual review (preferably

F2F)


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Cheerful Customers Actions

How do you hire the right people? How can you let your customers know

how much you care? How can you build loyalty through:

Meaningful communication Assessment of customer situations/needs Matching products to needs?


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Loretta Love HuffThe Dream Leader™

…is President of Emerald Harvest Consulting (www.EmeraldHarvest.com), leveraging

30 years in human resources, IT and banking.

As an award-winning executive/business coach and performance improvement consultant, Loretta helps leaders optimize performance and accomplish goals. She teaches for the graduate divisions of the University of Phoenix and Ottawa University and conducts workshops on leadership, performance management, career development and conflict resolution.

She is the author of 6 Keys for Dissolving Disputes: When ‘Off with their Heads!’ Won’t Work (www.DissolvingDisputes.com), certified by the International Coach Federation, and a regular guest on Fox10 Morning News-Phoenix. Loretta holds a B.S. in Psychology from Howard and an M.B.A in Finance from the University of Chicago.

Get your FREE, customized leadership assessment at www.TransformAndDeliver.com

keeping employees engaged & customers cheerful in turbulent times loretta love huff, m.b.a....

Documents

engaged employeesa vision

engaged employeesa great

right jobs

right things

cheerful customersthe

repetitive stuff big

bestgreat place

cheerful customersits