How much time do you spend thinking about how to keep your employees engaged?
Employee engagement has predictable ROI. You need to start engaging your team with social-emotional skills training, recognise your team members at least once a week and build trust with quarterly Rocks.
In this post, we’ll show you how.
You’ve probably heard of the Ritz-Carlton hotel chain. Whether you’ve stayed there or not, most people associate the hotel chain as one of the classiest and fanciest hospitality options out there.
For example, Ritz Carlton reportedly has an average Net Promoter Score (NPS) of 78, which is almost double the average of their competition who averages a score of 39. They consistently achieve one of the highest known NPS scores in the hotel industry.
We’ve been studying the playbooks of companies like Ritz-Carlton to understand the formula for the customer service gold standards they use to deliver 5-star experiences.
If you choose your models right, borrowing practices from great companies outside of your industry can provide game-changing results.
Luxury goods and services companies are a great place to look for inspiration
The Ritz Carlton Credo seems simple at first glance. It follows three basic steps of service that you too can implement. They are:
- A warm and sincere greeting.
- Use the guest’s name. Anticipation and fulfilment of each guest’s needs.
- A fond farewell. Give a warm goodbye and use the guest’s name.
You got this, right? But hang on a moment.
Don’t miss the trend hidden in the three statements above. Baked into this seemingly simple formula are employee behaviours driven by authenticity.
Authentic interactions that honestly express “natural warmth”, “real sincerity”, “a true eagerness to serve”, “a real fondness for patients”, “genuine warmth” and “a keen interest in having a relationship”, are rarely glimpsed in the clinic teams that we routinely mystery shop.
So it’s not as simple as it appears on the surface and most clinics are not providing this high level of authentic service. One of the reasons for this is that most employees today are not happy or engaged at work.
Most employees are not engaged at work
It is no secret that healthcare employees frequently feel overworked, under-appreciated, and exhausted. Any or all of those conditions or sentiments can harm patient treatment, care, and ultimately satisfaction.
Back in 2017, Jim Clifton, the Chairman and CEO at Gallup, a world leader in measuring employee engagement, outlined several alarming statistics about ‘the world’s broken workplace’.
Clifton noted that only 15% of employees worldwide were engaged. Fast forward a few years with management practices still frozen in time, and throwing a pandemic into the mix, and we’ve seen those figures worsen.
While some countries rank better than the 15% average (the US had 36% employee engagement through 2020), others rank worse (the UK had 8% engagement as of Gallup’s 2017 report).
In total, Gallup estimates that the lack of engagement costs the global economy a sum of $8.1 trillion, nearly 10% of GDP, in lost productivity each year.
Employee engagement is increasingly becoming one of the most important factors to attract and retain talent, and it has a direct link to corporate performance.
Gallup’s researchers report that “Engaged employees act differently, going above and beyond to surpass expectations, and that gives their organisations a competitive advantage.” Said in another way, employee engagement is the emotional commitment employees have to the company and its goals.
Put simply, when your employees are engaged, they care about your practice, their team and their patients.
And this emotional engagement has far-reaching impacts across your practice, beyond customer service. In a Gallup study of 200 hospitals, they found that nurse engagement levels were the number one variable correlating to mortality. And an engagement study by the NHS in England showed a strong correlation between engagement and reduced staff turnover and absenteeism.
So, we hope you’re now wondering how you can improve your employee engagement.