Retention
(Note: Our beloved resident expert, Roxy-the-good-dog, passed away on March 25, 2005. While she’s no longer physically with us, her spirit lives on and her message about the workplace success is still relevant. Her understudy, Maggie joined our company in November, 2005, and starts her contributions to this column here).
Lessons From Roxy
Hi. I’m Roxy, and I’m the resident expert on Loyalty here at NetWork Training Group (NTG). I’ve been around Pam for 63 years (that’s dog-years, of course), which is even longer than Sid’s been around. Oh sure, there are lots of other people I could live with, but I love it here and plan on being here for the rest of my days. It’s a good place to be, even though it’s not always perfect. There are times when I’m not the TOP DOG, and when things don’t go my way. But I still plan on staying here forever. Want to know why?
Well for one, I really like it here. And it’s not just because Pam gives me a treat every morning (although it sure doesn’t hurt that she does this…). But there are many other things that Pam and Sid do that make me want to stay here for years to come. And in turn, I do things that make them glad I decided to stay.
Pam says that employee loyalty issues in the workplace are a lot like the dynamics that go on in our office here at NTG. So read on to learn how you can duplicate the dynamics of our workplace to create an atmosphere where your employees want to work…and stay.
(And be sure to check back frequently-we’ll be adding new ideas regularly).
Pam’s Principle
Start each day with a smile and a happy greeting.
Roxy and I have quite a greeting ritual that we go through each morning. When it’s time to start the day, I usually greet her with a smile and a friendly “Hello, Roxy.” In response, she leans against my hand while I pet her or, if she’s up and about already, she charges at me and throws her entire body against my leg while looking up at me. She cracks a smile (look at her photo at the top of the page-she really does smile!) and focuses on me as I enthusiastically say her name and tell her it’s a new day. We take just a few seconds to do this-just enough to connect and start our day on a happy note.
Roxy’s Rule
Start each day with a smile and a happy greeting.
OK, so I’m at a disadvantage because I can’t actually use words to greet Pam and Sid. But I’ve got lots of body language that signals I’m glad to be there and to see them. Just my smile (look at my photo at the top of the page-I really do smile!) should win them over, but I also wag my tail and listen closely to what they’re saying to me. The bottom line: Whenever you see someone, it’s just common courtesy say hello. What a great way to start the day—connecting with someone else. Try it
Sid’s Summary
We all appreciate when others acknowledge us-and even better, when they seem genuinely happy to see us. Whether you’re the manager or the managed, be sure to greet your co-workers every day with a sincere smile and a “Hello.” This seemingly simple gesture really helps everyone feel connected in the workplace and makes for a much more pleasant environment. (NOTE: While Roxy’s experience works for her, we might caution you against using all her tactics. Throwing one’s entire body against another person is usually only acceptable on the football field. Humans should stick to the smile and enthusiastic greeting).
Pam’s Principle
Invite employee participation in as many tasks as possible, however routine.
We have three tasks that must be done each day: Retrieval of the newspapers (both morning and afternoon) and retrieval of the mail. Roxy, of course, participates in these tasks with us every day, even though her participation is somewhat limited. She can’t reach the actual mail and paper boxes located across the street from our home office (due to the modern-day miracle Invisible Fence® which keeps her within the boundaries of our property), but she still plays a vital role in the successful completion of this necessary chore. She makes it fun and helps break up everyone’s day.
We start by asking the key question: “Do you want to go get the newspaper?” (or the mail, depending on the time of day). We’ve learned that she finds anything that allows her to go with one of us, especially if it involves going “outside,” a big deal. So we always invite her to go, as it seems to be one of the highlights of her day. Truth be known, it’s one of our highlights, too.
Roxy’s Rule
Be grateful for invitations to do anything extra, even the mundane.
Ok, so going to get the mail or the newspaper really isn’t all that exciting. I mean, I do get to run out the door first, barking and scaring off any potential enemies who might be in the area. But I can’t even go across the street to really do the actual work. But that doesn’t matter. It’s cool to hang out with my bosses, and I know they think going to the mailbox is a relatively boring task without me. And you know, even though I spend only a minute or so doing this, my behavior during those 60-90 seconds indicates my appreciation for being invited to get involved. My enthusiasm runs off onto them and makes their day better. After all, they may think “Going for a Ride” is mundane, too. In time, based on my excitement for the mail run, I just know they’re going to expand the invitation to going in the car. (Note to Pam and Sid: This is a hint).
Sid’s Summary
It’s not only important to get involved in lots of different tasks in your workplace, but it’s also important to show your excitement for the task…even if it’s not very stimulating. Managers appreciate that positive “can-do” attitude and when it comes time to offer more exciting tasks to the troops, they’ll remember who took on the grunt work without complaint.
Pam’s Principle
Give people what they need to be motivated.
Roxy is a pretty high-strung dog. She’s easily excited, and she seems to thrive on our high-energy, enthusiastic behavior around her. She likes our attention and our affection, but she doesn’t like us to hug her. Jessie, her cousin-dog who lives with my folks, is more calm and relaxed. She LIVES for people hugs. The closer she can get to you, the better. A few pets for Roxy, giant body hugs for Jessie. Both dogs appreciate my attention, but they need different things from me. So I deal with them accordingly. Good dogs, different needs. Both extremely loyal to me. Go figure.
Roxy’s Rule
Let people know what makes you tick.
I admit it: I’m a high maintenance dog. I like things MY way, WHEN I want them and HOW I want them. This pertains to what I eat, how we play, how I get affection. For instance, my dog-friends Cowboy and Kat from Arizona sent me a stuffed owl for Christmas last year. I LOVE to play with Owl. Pam and Sid make it even more fun for me by telling me that THEY want the owl. This causes me to play-growl and hang on even tighter. Then when I’m tired of playing (after about 8 minutes), I drop Owl and they know not to tease me with it anymore. In fact, I get pretty frustrated if she keeps pushing Owl at me after I’ve had enough. Bottom line: Pam and Sid understand how I like to play and they adjust their behavior to match my needs. I try to return the favor (like not whining to go in and out when they’re talking with a client) whenever I can (Note to Pam and Sid: I know, I need some improvement in this category. But I’m trying!)
Sid’s Summary
Different things motivate different people, so the days of a one-size-fits-all management style may be numbered. As you think about the people with whom you work, you’ll probably realize that some are more decisive than others, some are more task-oriented than people-oriented, or some prefer to organize tasks step-by-step rather than just “going with the flow.” So your approach to each of your employees may different-and that’s good. Find out what people need from you-either through observation or through direct questioning. You’ll be amazed at the loyalty you’ll generate just by getting to know your employees and giving them what they need at work. (For more on people and motivation, click here link to Behavioral Styles article).
