As I sit to write the final article for the year in the crazy lead up to Christmas, this year is a little different. Normally this is the time of the year where for most businesses the big push is planning for cashflow as we lead into the break and prepare for the slow start for the new year. However, whilst I still believe cashflow and planning is important, after two years of disruption, many people are exhausted and on edge as to what is going to happen next whether you are an employer or employee, its time for a different approach.
For this year I challenge you to add 2 more C’s being Compassion and Communication. By using further compassion and communicating more effectively we can set our businesses and careers up for success as we finish 2022 and get excited for 2023.
But, how can you use these to solve your big issues? Here are a few tips and hints.
Employee Retention
Employee retention is currently the biggest issue facing employers whether you are the local store or Google as we see a worldwide shortage of staff.
I recently heard a great podcast from Nikki Fogden- Moore – The Mojo Maker https://www.youtube.com/watch?v=vjGq5FE_x7U discussing the challenges faced by employers and employees in the current market.
If you are an employer listening to the podcast the big C’s to examine with you team are:
i. Compassion
Whilst the last 2 years have been extremely challenging, we have seen:
- Increases in workload as demand for services across most industries have increased (especially on the Sunshine Coast as we have a seen a significant increase in growth but with many still working for interstate employers, we are not seeing the increase in workers on the ground to deliver services required).
- As employers navigating the changing business landscape, technology, supply shortages and ensuring that you not only keep the business afloat that you have gainful employment for all.
- In many cases reduced holidays. This year will be our first Christmas with no restrictions in two years.
As we lead to the end of the year, now is the time for all in the business to take time to acknowledge the burden that we have all had for the past two years. As an employee the grass may look greener on the other side but as we see from the new trend in America (The great regret) this is not the case.
Acknowledge what has been, but what do we need to implement to unburden and create a different 2023.
2023 is the year to do business different. No magic is going to happen when we close the doors late December to have an abundance of trained staff appear for the roles you need at the right time.
Therefore, we need compassion with each other to acknowledge that everything will not be 100% perfect. Sometimes there is work that just needs to be done.
Why not spend 30 minutes and complete the following:
a. What do you want 2023 to look like
b. What projects or actions need to be taken to make this happen
c. Add a date as to when you could action.
ii. Communication
Communication in all areas of business is important, more so then ever, with employees in the current climate.
The big conversations as an employer we need to be having with our team is:
- Acknowledge where we have been and thank for the help they have provided
- What does 2023 look like
- What do they want from their roles? Do they need extra training?
- What does a successful day look like for your employee?
- What do you expect from your employee? Where are they going well vs where could they step up in their roles?
The cost of retraining, but also the lost knowledge when staff leave is costly to replace.
You have nothing to lose and everything to gain from having the extra conversation.
Customer Service and delivery
With the reduced capacity in business and reduced time for our customers to engage in services, now is the time where we need to ensure that our customer service is on point and meeting our client’s needs.
My successful clients are embracing the compassion and communications with their clients which in turn is leading to an increase in efficiencies and profit within the business.
The key takeaways that we need to be implementing as businesses in this area are:
- Who are your customers. Whilst you may be able to assist everyone you need to define who you are most skilled at assisting. With limited resources available (ie staff shortages, stock delays etc) we need to ensure we are efficient with what we have.
- Close your books if you can’t deliver. Many of our professional services businesses have closed their books. This is so they can offer a high level of service to the clients they have for now rather than try to spread themselves thin trying to help everyone. Do you have the capacity for more clients or is there more you can be doing for your existing clients that you don’t have time for as you are spending time with new clients.
- Communicate with your clients. Most people are in a similar situation. If you communicate i.e., I can schedule your work to be completed two in weeks, would that work for you or is there a reason you will need it earlier? 9 times out of 10 a client can wait, and it is us putting ourselves under pressure to deliver.
- Pick up the phone!! Keep front of mind with your clients and where they are at and what they are doing. A 5-minute phone call can often stop the 5-6 back and forward emails to resolve and issue. Likewise, what if you phoned your top 10 clients and simply wished them a Merry Christmas and asked what they were looking forward to in 2023? How would that change your business relationship?
As we countdown the days until Christmas my advice is if this year has not been what you wanted put on your oxygen mask and reflect what small changes can you make for 2023 to be your best year!!! But also how can you as a leader help those around you to also have their best year yet.
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