You
can’t achieve customer satisfaction goals without all employees working toward
that goal. When a company doesn’t
provide quality customer service it is noticeable almost immediately and losing
any customers is very harmful to your bottom line in a short space of time.
Safety
goals not achieved also affect the bottom line, often in a more disastrous way,
but
aren’t really noticeable until it is too late. Unfortunately, many objectives relating directly
to the customer often get far more focus from management than objectives
relating to safety. To achieve customer satisfaction it all gets down to
employee engagement. So too, you can’t
achieve safety objectives on the job without employees being deeply involved in
the process.
Studies
have found a positive relationship between employee engagement and
organizational performance outcomes: employee retention, productivity,
profitability, customer loyalty and
safety.
The
approach to building customer satisfaction is the same approach to build a
successful safety culture. You need
management involvement, communication, awareness, training, measurement and
recognition. Just as with employee recognition awards used in companies to
build and reinforce overall employee engagement, rewards close the loop on the
safety behavior model and allow management to send the message that these
positive safety behaviors are effective and appreciated.
For more information on AwardSafety products or services or
other white papers please contact us at awardsafetyinfo@cox.net
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