As an employee retention speaker and employee retention author, I always make it a point to ask the people two questions when I am at a venue where I am speaking 1) How long have you been here? 2) Why do you stay? When I run across any employee who has been someplace for any length of time, the main reasons are usually:
- They care about me
- I have the opportunity to grow
- They treat us like family
- I have a great boss
I had that happen just recently when I was talking with a Marriott employee who actually talked about the ability to grow and that they take good care of them as employees. These are two of the classic elements that fall under the C.R.A.P. umbrella. (Caring, Respect, Appreciation and Praise)
Helping people grow shows you care about them and their career and most people are generally happy when they are growing because they are energized and engaged in the organization. If you don’t care about someone you will not take the time and the energy that is needed to help them grow. In most cases, you have to intentionally look for growth opportunities for people. Once you have identified those, you have to take the time and energy to make them available. If you are really on top of things you are doing regular follow up with that person to see how they are doing on their growth plan or journey.
Spending that time is an indicator that you care about them. Time is our most valuable resource and the giving of your time shows your unselfishness and willingness to help someone. For many employees, spending time with them is one of the ways that you can demonstrate that you appreciate them as well. Some employees value that more than they value hearing that they do a good job.
In this particular case, you could tell that the employee felt good about being a Marriott employee…and it showed in the service that he provided to me during my stay. To thank him for his input, I gave him a copy of “Give Your Employees C.R.A.P…and 7 Other Secrets to Employee Retention.” He looked at the cover, thought about it for a while and said, “Marriott gives us C.R.A.P….now I know how to describe to people.” Clearly, this was a happy employee who was providing great service. Organizations need to realize that great service is a result of the culture they create. That’s why, if great service is your goal…Give your Employees C.R.A.P.®