Maybe you've bought into it. So what is the number one factor that keeps employees from achieveing happiness at work? Their immediate supervisor.
How many times has it been said, reported, repeated, regurgitated, reissued and rebuked: people don't leave a company - they leave their immediate supervisor. Well, it's absolutely true.
Look, if you want to improve customer service levels, improve your first-line managers (the immediate supervisor to the employee whose performance you are trying to improve). If you want to reduce attrition levels by both customers and employees, improve your first-line manager. If you want to increase initiative, creativity and communication, improve your first-line manager.
If the first-line manager is an idiot, your people will hate working there. They will, in turn, offer lousy service because they could care less about the job. That department will also have higher employee turnover than other departments of your organization - which sucks more budget money for recruiting and training.
Don't you DARE put someone into a supervisory position that has lousy people skills or contempt for the people they work with. And don't you DARE stick a front-line manager into a position before he has been properly trained. Sticking any old body into a supervisory position WILL lose you your staff and your clients.
The first-line supervisor is like the linchpin of a rail-car coupler - the one that locks in your employees, customers and culture of your organization. Even in a fabulous corporate culture, the one jerk-supervisor will still turn over staff and customers.
Get it right. This is far too important to miss. Wherever that first-line supervisor is in the organization, everything right below him either works or it falls apart.
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Kevin Burns - Excellence Attitude/Culture Strategist
Speaking Web Site http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
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