Putting Management on the Nice List

By Amanda Marko

It’s the time of year when we’re all making our lists and checking them twice. A recent stop at the rental car counter gave me a peek at what me employees have on their wish lists.

While waiting for my keys, I overhead a customer pointed out that a policy was being implemented differently at another branch. The employees didn’t argue the point; instead they were eager to comply, but also quick to lament that management hadn’t shared the information with them. From the sounds of the conversation, this wasn’t the first time management had failed to convey a policy change.

The employees seemed disappointed, frustrated and a little embarrassed. They were earnestly trying to provide excellent customer service, but they felt doomed to fall short of a standard set by the leadership.

The rental car company is far from alone. “Tell us what you’re doing, so we know what we should be doing,” is a cry from employees that doesn’t get heard at the highest levels of many organizations.

Employees want to be a part of the solution, but if they don’t know the reasons for policies, procedures and initiatives, their hands are tied when it comes to execution. Employees need to know the why so they can have confidence in their role.

Management can give employees what they really want by making a list of its own. Instead of a wish list, it’s a to-do list that will make the business strategy the guide for of every person in every corner of the organization.

• Share the rationale for the strategy – don’t shield employees from harsh realities.
• Personalize the strategy for individuals, teams, regions, business units and functional areas.
• Put measurements in place and celebrate progress.
• Tell stories of all types of employees demonstrating the model behaviors.
• Encourage employees to contribute ideas within the framework of the strategy, and then implement them.

Your business strategy is powerful. It can motivate, inspire and guide everyone in the organization. Used correctly, the strategy can help management build trust, remove barriers, and protect the brand. When employees understand the strategy, they will be empowered to set priorities and execute consistently.

What else should be on management’s to-do list to make employees’ wishes list come true?

Amanda Marko, president of Connected Strategy Group, connects companies with stakeholders to make the business strategy reality and goals achievable during times of change. Connect with her online at www.connectedstrategygroup.com and on Twitter @connectedstrat.

 

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