Building Employee Morale - Missed Opportunities

Produced

• 2007

Key Features

18 minute DVD
Purchase includes a discussion guide and a copy of the script.

Are the supervisors in your organization impressed by an employee who consistently meets job standards? Or do they reserve praise for only those employees that consistently exceed expectations?

Executives, supervisors, and non-management employees watching this video will see the same program, but each will hear a different message; all will walk away with a new and better perspective on job performance and customer service.

For executives and senior management the lesson is:  Your customers have high expectations, therefore, set high job standards/requirements.  If your "star" employees (those who exceed job standards) are the only employees that impress customers, then your standards are too low.

For supervisors the point is:  You have a great amount of influence on an employee's sense of achievement and morale.  Do not reserve your praise only for those exceeding job standards.  If the standards have been set high, a meets rating on an evaluation is an impressive accomplishment, and worthy of praise.

For an employee the lesson from this video is:  Your employer has set high job standards to ensure all employees are doing what it takes to make customers (internal and/or external) happy.  If you consistently meet those high standards, it's an impressive accomplishment.  Your employer is extremely appreciative of your ability to consistently please your customers.

The lesson for everyone. . .

All employees must realize that they have two customers:  the one placing the order, and the one that hands us our paycheck.  Both types of customers expect ALL employees to deliver fast, friendly service according to order.  Excellent service on every order is what every customer expects.  In other words, excellent service MEETS (not exceeds) customer expectation. 

Note:  This video is often referred to as The Meets Problem™ video because that term is used by one of the characters in the video.  The Meets Problem™ is this: Employees who are meeting high job standards are doing exactly what the company has asked them to do, yet, employees feel like the Meets rating is a bad score, and supervisors are unimpressed by a Meets rating.  Is this a bad thing?  Is it a problem?  Watch this video and decide.

VIDEO USES:  Leadership, Performance Review, Coaching, Employee Retention, Customer Service, and Employee Motivation.

The online video preview offered on this page requires that Windows Media Player is installed on your computer. To add this media player product, download from Microsoft Windows Media Player.

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