Employee engagement is an important part of any business and one leading expert has revealed the top three tips for improving employee engagement in your business.
Company culture specialist, Melanie Frok, described what company culture is and why it is important for brokers.
“Employee engagement is the extent to which employees feel passionate about their jobs, are committed and positive about their company, strive to go the extra mile, and want to stay working for their employer,” Frok told Insurance Business.
“Engagement can be measured by the willingness and ability of employees to contribute to the success of an organisation.”
Frok links high employee engagement with customer satisfaction and business success and in her new book Adopt Adapt Flourish: An easy guide to engaging and inspiring employees to adapt and change
, she reveals that engagement can lead to a brokers biggest asset: referrals.
"How employees feel while spending time at work has an impact on commercial success. Happy, engaged employees sell products and services better, provide superior customer service, and care more about each other and the business,” Frok continued.
“An employee who is focused and motivated to authentically help clients can leave a huge impression that encourages repeat business.
“Conversely, a disengaged employee who only does the bare minimum may discourage future visits. Consistently good customer service requires a committed, enthusiastic, engaged employee.”
Frok revealed her three top tips to foster employee engagement in a changing business as insurers and brokers continue to grapple with industry changes and try and stay ahead of their competitios.
“You need to communicate with your employees often,” Frok notes.
If employee engagement at your business is low, Frok suggests making a change but stresses that it won’t be easy.
“If employees are not engaged and you make a change to your business, they are less likely to alter their behaviour and more likely to resist, get discouraged or complain when things get hard or go wrong.”
Frok said that a lack of communication can prove detrimental to any business, especially when making changes.
“Lack of communication can create resistance very fast,” Frok continued.
“Ensure your employees understand why your business needs to change and what will happen if it doesn’t. Have a clear vision about where the business is going and share that vision. Workers who understand the direction of a business and the vision for the change will be more engaged.”
An actual connection between employees and the business is integral when trying to Foster employee engagement, Frok continued.
“You need to really connect with your employees. Connect with them by sharing the benefits that the change will bring – employees need to know what’s in it for them."
Frok stressed that managers and business owners need to make a personal connection rather than a working connection to truly drive home the need for change.
“Connect with them as people first and workers second. Show appreciation, acknowledge diversity, and celebrate success. Workers who feel their employer cares about them and who feel appreciated are more engaged.”
Employees that fell they can make an authentic contribution to a business will feel more attached to their work.
“You need to let your employees contribute to the decisions and changes that impact them,” Frok said.
Resistant employees will not be won over by brut force and orders, managers and business owners must include employees in decision making process otherwise they may turn their back on the employer.
“Workers who are empowered to drive the change are more engaged. Don’t just do it to them do it with them. Businesses are mostly bricks and motor. If your employees don’t want to adapt to the change then not much good happens.”
Employee engagement may seem like a new age fad for the Google’s of the world but Frok notes, any positive impact on employee engagement will see a p[positive impact on the business as a whole.
“Engaged employees’ will work harder to cultivate a relationship between the business and the customer, which is the basis of loyalty. Loyal customers are more resistant to competitors’ offers.
“That’s good news for your business.”