Tinaye Agere
Cresencia Marjorie Chiremba
“Pleasure in the job puts perfection in the work” – Aristotle
May Day, which is observed on May 1 annually, is a day to celebrate and honour the hard work and dedication of workers worldwide.
It serves as a reminder of the importance of fair labour practices, including the value of employees to organisations.
One crucial aspect of appreciating employees is treating them like customers; recognising their needs, understanding their desires and prioritising their satisfaction.
This approach not only benefits the employees but also contributes to the overall success of the organisation.
Many organisations, especially in Zimbabwe, tend to prioritise external customer(s).
They lack the vital knowledge that the internal customer, who is the employee, is equally important.
The same energy invested by the organisation on external customers in trying to satisfy them should be the same energy directed towards serving employees.
Such an approach benefits the organisation in the long run.
Organisations that invest in employee satisfaction are set to reap the following:
1) Employee Engagement and Productivity
When employees are treated like customers, they feel more valued and appreciated.
This sense of worth can lead to increased engagement and motivation, which, in turn, boosts productivity.
Companies that prioritise employee satisfaction often see lower staff turnover and higher retention of skilled workers, ultimately contributing to a more successful and efficient organisation.
Most organisations think that paying better salaries is the only factor that matters, but that is not true. Salaries are only a small part of the equation.
Employees are better off working for an organisation that affords them peace of mind, in addition to a decent salary.
Engage your employees and get to know their expectations; then work towards meeting or surpassing these expectations.
2) Positive Work Environment
Creating a positive work environment is essential for employee satisfaction and well-being.
When employees are treated with respect and their needs are addressed, they are more likely to feel comfortable and motivated in their workplace.
This approach fosters collaboration, innovation and a sense of camaraderie, which are vital for the long-term success of the organisation.
Some organisations have a toxic culture that always results in high employee turnover.
High employee turnover will eventually impact the company or organisation’s bottom-line.
It is important to develop positive employee experiences in the work environment so as to increase productivity and profitability, as well as reduce staff turnover.
3) Customer Satisfaction
Employees are the face of the company and their satisfaction has a direct impact on customer experiences.
Happy employees are more likely to provide excellent service, effectively respond to customer needs and create a positive impression of the organisation.
By treating employees like customers, companies can ensure consistent and high-quality customer experience.
When external customers experience great service from the company’s employees, they are highly likely to come for repeat purchases and also to recommend your product or service.
Happy customers refer potential customers to your business; they become the organisation’s “walking billboards”.
Word of mouth is among the strongest and most trusted tools for marketing.
4) Attracting Top Talent
Companies that treat their employees like customers are more likely to attract and retain top talent.
By offering competitive benefits, fostering a healthy work-life balance and promoting career development, organisations can create an attractive workplace for skilled professionals.
These factors contribute to a strong employer brand, which is essential for recruiting and retaining the best talent in an industry.
Investment in human capital is vital, and when it is done right, the organisation will never run short of top talent within its structures.
With top talent, the resultant products or services tend to meet or exceed the expectations of external customers.
5) Ethical Business Practices
Treating employees like customers is not just good for business, it is also an ethical approach to labour relations.
Prioritising employee welfare demonstrates a commitment to social responsibility and the well-being of the larger community.
Such an approach can help build a company’s reputation as an ethical and caring employer, thereby enhancing its public image.
This can lead to increased trust and loyalty from customers and other stakeholders.
Celebrating May Day should be an excellent opportunity for companies to re-evaluate their labour practices and commit to treating employees like customers.
Companies that prioritise employee satisfaction will make huge strides toward ethical business practices and thereby contribute to a better world for everyone.
*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer service. For comments, suggestions, and training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335
Online Reporter