In the age of Covid, we are all stressed. Companies are facing changes in their business. Employees are struggling with income and health issues. Work From Home (WFH) has become both a need and a want. Unfortunately. customer service has taken a hit. From angry customers to disenchanted employees, it’s hard to get it right.
What Are the Stress Points?
Senior managers are making decisions on stress points. Many times, they are doing this without surveying the target audience. It’s becoming a hodgepodge of guesswork. The end result—people voting with their feet.
It’s time to take a deep breath and attempt to figure it out. Why are people unhappy? Don’t assume you know the answer: Ask them! Is hybrid work a solution or a Band-Aid? Are four-day work weeks nirvana, or do they just make job searching easier for employees and customers angrier facing longer wait times? If people hate WFH, why? If they love it, why? If customers are fed up, why? If they’re happy, why? There are many questions. We should not assume the answers.
Bring Back the Company Culture
We need to bring back the company culture. If it’s too soon to go into the office full time, we need to find alternatives that work, and find them now. It’s been two years—enough time to learn about problems and solutions.
How do you bring people together when they have spent so much time apart? How do you make your company THE place to work when so much of your workforce is working from home? How do you delight your customers when everyone is out of sorts and your customer service reps are working at home without support close by? Employees are leaving for other jobs. Customers are leaving for other providers.
Give Strategic a Chance to Make a Difference for You
Strategic has collaborated with companies for over twenty years to find answers to troubling issues. The question is often not what you thought. The answer isn’t either. We have heard more reasons not to ask the right questions than we can list. No one wants to hear unwelcome news. However, only if you are willing to face it, can you fix it.
Today more than ever, we have to learn and solve the problems. People, both employees and customers, are switching in droves. It makes your head spin. Let’s see how we can help you stop the bleeding.
Money is rarely the answer. At times in my career, I received huge bonuses. If you were to ask me how much or when, I wouldn’t be able to tell you. On the other hand, I have received inexpensive custom gifts with personal notes of thanks. These I still have. Stop guessing. Find the answer and act on it.
Together we can be effective. Together we can build that Net Promoter Score (NPS). We’re here to help you thrive in 2022 and beyond.