- Breakdown of Communication Network (internal in an organisation)
- Attitude Problem (persistent among employees)
Aren’t there issues many of the organizations facing today? And these
issues will rock your organization sooner or later either in a big way or
in parts if care is not taken.
To solve / cater to these three main problems, There is now a focused
solutions. A Employee Delight for internal customers. Yes you guessed it right it is an off shoot of customer delight.
“Delighted customers are those where you anticipate their needs; provide
solutions to them before they ask and where you are observing to see if
new and/or additional expectations are about ready to be required”
We tweak this definition to suit the HR scenario today
Delighted employees are those where you anticipate their needs, provide
solutions/ support to them before they ask and where you are observing to
see if new and/or additional expectations are about ready to be required.
In other words, Human Resource Delight refers to a state wherein the
employee feels that in the job he is doing he has applied his mind and
heart out to it and always endeavours to improvise.
After all employees (human resources) is the most important internal
customer for any organization, and the HR department must take it upon
them to delight their customers (read: employees)
Just simply providing solutions when they ask for it isn’t good enough. It
misses the opportunity to provide the rewards!
When you create "WOW" you have bought a very special corner in the memory
of the employee that is easy to recall. It creates the possibility of the
employee telling the story about their "WOW" experience to many peers,
superiors and subordinates. It creates the free advertising that you can't
place a momentary value to. This kind “buy in” cannot be achieved by any
number of forums. It is like letting your deeds to do the “talking” (read:
Here are 10 Steps That Will Help You Get Delighted Employees
Step 1 Find out in advance find out what they want and expect? This is to say
that “anticipate’ their needs.
Step 2 Ask yourself “How easily are we available how easy are we to
deal with?” So many times we get the basics wrong. Remember the times when
you said “I’ll get back” and then did not…. Well yes such small things do
make a lot of difference.
They also get bugged they way you get when your mobile service provider
does the same thing to you.
Step 3 Stop organizing things for them because it forms a part of you KRA, see
things from their point of view, see if they actually need it, or is it
just your feeling that they do.
Step 4 Don’t dump your “creative ideas” on them try to sell it to them. This will
ensure that the objective is met with far better results. Imagine a sales
person saying “this energy drink is good for you so have it”… remember
your reaction, you thought “who is he to tell me what good for me”...
Instead if the guy had laid out the benefits of the drink and “sold” it’s
usefulness you would have bought it and kept buying it when he was not
around. Same thing applies to every new policy or training program; you
have to make employees believe it’s for their good and trust me you can’t
do it by just saying that it is.
Step 5 Get feedback from your “customers”. Ask them “where do your think that we
are going wrong” how we could improve?” How can we exceed your
expectation?” e-mail them, call them. Find out what they really think…
this helps in selling your self to the employees once you have done it,
you don’t have to think about selling your services consider it done….
Please act on the feed back; in case you don’t have plans to do so then it
is better not to collect the feedback. Because by taking the feedback you
are raising their expectations at-east to the level wherein they expect to
see some efforts from your side to do some thing with the feed back.
Step 7 Identify ways to delight your employees. Things which delighted them
yesterday might not delight them today. Motivators change to satisfiers in
no time. So you have to constantly think of newer and better things. If
last time you sent a bouquet on their birthday this time when he comes to
office personally greet him with the bouquet.
If you look carefully you’ll find people in your department who are
already doing all these, REWARD them RECOGNIZE their contribution. That is
a sure way of spreading the behaviour.
Step 9 This step really helps… for one day put your self in their shoes and see
how long it takes to process a loan, apply for a training program, get a
salary advance, to process the employee referral... or simply how long
does it take to get he concerned person’s attention.. this will be a real
This is pretty simple, once you have done all these go back to the step
one and start all over again. Remember the key lies at anticipating their
wants/ expectations. So this can NOT if a one off exercise…
Try it once the result will definitely pay for the efforts you put many
Sajiri Chidgupkar & Monimoy
Sen Gupta, HR Students - IMED ( Bharti Vidyapeeth University)