Very often we tend to forget to think and reflect on the morale of our organization. It is often looked at as “out of sight, out of mind”. As leaders/managers, this is a fallacy that could lead to huge issues and concerns. We often do not correlate the affects of efficiency, effectiveness, and productivity to the organizations morale. The most important components to any organization is the customer first, and front line employees second. Keep in mind that without customer’s, no organization will survive; this includes profit, non-profit, public, private, and even governmental organization. Although the latter is not always the case. Our front line employees represent exactly what we wish the customer to perceive the organization to be. Let us ALWAYS be aware of these two dependent components, and treat them as such. If we are looking to improve our organization’s perception in the industry, we can only accomplish this through evaluations of customer sanctification. Give our front line employees the ability to do what they are charged with, satisfying the customers. Giving them value for what they are expecting. Often we try to accomplish on a “global” scale of the organization; remember, nothing is global. Give flexibility to allow those in charge at a local level to meet “their” customer needs. Remember, once you step into management, you loose the skills that it takes to accomplish the job you once did. Give these individuals the ability to do that for you.
Maybe this is the approach that we need to use public service areas that are failing to be effective to those they serve. Education and health care to name a few. Remember, a manager rarely affects customer’s perception of service from the organization; most often it is the front line employee to determine that; in the customer’s eyes. Think about your self, did you not perform better when you were allowed to meet the customer’s expectation?