We've talked a lot about how happy employees = happy guests. But more than just creating happy employees, you also want them to be loyal. The two do not always go hand in hand, an employee could be happy in their job for the moment, but perhaps they don't have enough "buy-in" to the business and would happily accept a different job elsewhere because they lack loyalty and are looking for the "greener grass," so to speak. The same could apply to your guests! They may be happy in the moment, but what's keeping them from going to a competitor? The key again is loyalty.
So, how do loyal employees = loyal guests? The main thing is that loyal employees display more passion, drive, and care for their jobs than non-loyal employees. This means that they are going to perform better and care for your business as though it's their own. Loyal employees not only care about their jobs, but they take it a step further and care about your business as a whole. They see that the success of the business is synonymous with their own success, and truly take pride in what they offer not only to your guests but to you and your business.
When your guests see that your employees love their job, they will be impressed and in turn feel the pride and loyalty of going somewhere that not only treats their guests well but that treats their employees well too. When they see that employees are disengaged, disgruntled, and unhappy they will likely have a poor outlook on your company as a whole. Not only that, but those types of employees are more likely to mistreat a guest because they truly don't care about the business. They don't see a bad review as something that reflects on them as a person, it just reflects on the greater machine: the business. A loyal employee feels those reviews are a true reflection of their work and behavior and will do everything they can to ensure your guests are happy - and not just for the reviews! Loyal employees truly value your guests and want to take care of them.
Loyal employees not only care about their jobs, but they take it a step further and care about your business as a whole. They see that the success of the business is synonymous with their own success, and truly take pride in what they offer not only to your guests but to you and your business.
Loyal employees are engaged and present with your guests and as a Harvard study found, employee engagement, employee satisfaction, and employee retention all drive towards higher customer (guest) satisfaction. Top CEO's, Fortune 500 businesses and industry giants are all jumping on board for the idea that loyal employees are one of the best assets a company can have.
Cultivating loyal employees is not about finding the golden goose egg in a sea of applicants. It's not even necessarily about finding the most "qualified" candidate. It is hands down about showing care, compassion, and loyalty to your employee first so that they do the same in return. If an employee feels that they are just a number, and easily replaceable, they have no reason to stay at your company instead of taking a higher paying job with another. This requires a proactive approach, in which from day one your employees are valued and appreciated.
Cultivating loyal employees is not about finding the golden goose egg in a sea of applicants. It's not even necessarily about finding the most "qualified" candidate. It is hands down about showing care, compassion, and loyalty to your employee first so that they do the same in return.
In today's world, employees value a variety of things in the workplace. According to Forbes a few of these are competitive salary, development, appreciation, and room for growth. Don't get stuck on the salary desire as the only thing that your employees want though. It is
our experience that development, appreciation and room for growth can be far more valuable than an increase in salary. This is also great news if your budget doesn't allow for an immediate pay raise for your employees because there are immediate steps you can take for free such as consistent appreciation, training and development, and candidly speaking with your employees about the potential for growth in your company. If an employee knows that they are valued enough that you foresee a future for them and growth opportunities, the salary may take a back-burner for them. If they feel valued and appreciated, they will feel more loyal and are more likely to stay with your company than to take a job offer with another company who may offer a higher salary. This comes down to a risk assessment. Simply put: "Do I take the job with higher pay and potentially have a bad employer, or do I stay with my current employer who values and appreciates me and will help me build my career in the long run?"
Taking steps to drive employee loyalty may be one of the most important things you can do to increase your guest satisfaction, and ultimately, guest loyalty. As put by Richard Branson, "Loyal employees in any company create loyal customers, who in turn create happy shareholders."
Ready to learn more and increase your employee retention and loyalty? Contact All Heart Consulting today! We'd love to hear from you.