Step 19 to Build a Better Business – Talk With Your Employees

Before now, you’ve heard me mention that customers are your business’s most valuable resource. Running a very close second, are your employees. 

From your customer’s perspective, your employees are the face of your business. They take customer orders, answer customer questions, they keep the tactical aspects of your business going while you focus more on the strategic aspects. Your employees are like your extra eyes, ears, arms, and legs – they may see more of the down-and-dirty details than you do, so it absolutely makes sense that you should talk with them regularly.

But, what’s that you say? You’re a one-woman show? You don’t have any employees to talk to? Even if you’re the only employee in your business right now, this Step to Building a Better Business still applies to you.

Start With Your #1 Employee

Start by having a frank talk with your company’s #1 employee – you. You should be the role model employee of your business – your employees are going to mimic what you do, and go no further than you go. Your nonverbal examples of how to behave are more impactful than what you say. If you tell your employees that everyone should show up on time, but you’re routinely 30 minutes late, you’re setting the acceptable standard of behavior. Soon, your employees will begin to do the same – or they’ll begin showing up 20 minutes late. Still late, but just early enough to beat you there.

There’s a reality TV show that I love watching called Tabatha’s Salon Takeover - where Tabatha, a tough-as-nails, highly successful hair salon owner visits other, struggling salons to help whip them into shape. In most of the salons she visits, the employees are often totally out of control, but the owners are usually the worst culprits.

Here’s a clip in which Tabatha really gives it to one salon owner, who for some reason, doesn’t realize how she’s setting a bad example for her staff.

When you’re having this frank discussion with your #1 employee, ask yourself why you aren’t exhibiting role model behavior? Is it really because you’re overwhelmed? Or could it be because you’re not setting priorities or managing your time properly? Has your passion and excitement waned? If so, how can you renew it? How can you get back the feeling that made you want to pursue this business to begin with? Do you need to take a break for a while and come back? Or do you need to change your approach or find a new business altogether? Until you have an honest understanding of your own motivations, strengths, and shortcomings, you run the risk of coming across as hypocritical to your employees. 

Talk With, Not To

I’ve had more than one manager who’s held regular employee discussions or meetings in which he or she spent the entire time talking – informing us of what was going on in the company, giving us his or her personal opinion of the team’s performance, and the like. While it was good to get that information, there were often things that the team wanted to share or discuss that never got brought up in those meetings.

There will be plenty of times when your communication with your employees needs to be one-way, but you should also make sure to provide opportunities for open dialogue and exchange. Ask your employees what their personal and professional goals are, what they need help with, find ways to help link their own story to that of your business.

Many employees won’t feel it’s their place to tell you if something is amiss, unless you ask them directly. By having regular discussions with your employees (not just talking to them), you’ll create an environment where they feel like they can come to you with their concerns or observations. This doesn’t mean you have to act on every single thing that you hear, but it does mean you should at least take the time to listen and respond.

Regular staff meetings, one-on-one performance discussions, informal gatherings (like ball games, company picnics, happy hours), are all opportunities for you to talk to your employees and for them to talk to you. This goes for affiliates and contractors too – though you may want to have a separate or different way of communicating with them.

photo by svenwerk (Flickr)