Giving people the opportunity to thrive

20 September 2018

United Kingdom

Paul Race

Glory

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Last month GLORY’s UK Sales and Service organisation was awarded the Investors in People Gold Accreditation, demonstrating our commitment to high performance through good people management.  

I'm no HR specialist but as well as best in class recruitment and appropriate training I believe a great company is one that provides employees with the opportunity to thrive.  How a company achieves this may be dependent on the services and goods it delivers, but when it comes to staff in a customer facing environment a key factor will often be the appropriate deployment of technology.

I recently came across a blog written by I J Golding that considered the issue of 'what customers want'.  The areas highlighted are not surprising - value, service, reliability, quality, ease of doing business.  One thing struck me regarding the importance of a company's staff and that was the section that stated that 'the customer culture of an organisation is defined by its people - which is why the way your customer feels is most likely to be determined by the actions of your employees.'  It also stressed the importance of 'treating your employees in the same way you expect them to treat your customers '.

That seems like sound advice, but it's not just about recruiting the right people and then training them, it's also about enabling them to perform.  Are there barriers to delivery that restrict employee opportunities?  Take the example of bank branch tellers.  You can employ the most personable staff and train them how best to interact with customers and cross sell your products, but if you then position them behind a perspex screen and ask them to count notes and coins then their opportunities and indeed job satisfaction will be limited.

The same is true in other environments.  Our recent work with umisushi in Singapore has helped transform customer service in their fast dining and takeaway restaurants.

In the past, cashiers have handled cash as well as dealing with food preparation.  With the potential for counting errors and the need to ensure high standards of hygiene, this doubling up of work functions led to stress, low levels of morale and high levels of staff turnover.

Working with Glory, umisushi in Singapore has introduced a cash recycling solution that allows employees to focus on customer service not counting cash.  

umisushi understood that as well as enabling exceptional levels of hygiene, deploying the Glory CI-10 cash recycling solution would improve efficiency, enhance customer services and optimise manpower resources.

The company also noted improved staff morale, increased upselling and lower levels of staff turnover.

How does all this relate to my theme?  Ask Jeffrey Liew, Executive Director, Food and Retail at umisushi.  He explained, 

'Happy staff and satisfied customers enable us to achieve a higher brand loyalty index'.

At Glory we understand the importance of enabling staff and how this can transform a business.  Happy employees can deliver success, but they need the right opportunities to do so.

 
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