A growing concern today is stress, or as I like to call it "dis-ease," in the work place. Everyone seems to be nervous these days, regardless of rank/responsibility. Economic pressures have impacted everyone from CEOs to hourly employees and small business owners. We know that some stress can be helpful for productivity. However, "excessive stress interferes with productivity and jeopardizes physical and emotional health" (helpguide.org) as well as concentration and morale. So, what can you do to make the most of your business without spending any new money, and what does this have to do with marketing?
Marketing isn't just about advertising, websites, PR and promotions. Marketing includes how your customers or clients feel when they're greeted on the phone or managed when there's a problem. Have you ever noticed when the person on the other end of the phone doesn't seem to be happy...or when they're smiling? There's a big difference in their level of assistance. Did you ever hang up after a phone call and wonder how that company could stay in business? You can easily influence the way your staff is handling clients.
Based on Business Week's Smallbiz, February/March 2009 edition, positive psychology has proven to improve productivity. "A decade of research suggests that when people feel happy at work—defined as pleasure, engagement and a sense of meaning—they can improve revenue, profitability, staff retention, customer loyalty and workplace safety." All of these benefits have a positive affect on the bottom line. However, knowing how costly it is to lose a client or customer, and how difficult it is to acquire new ones, customer loyalty should be a priority. Small changes can make a world of difference.
Offer Praise & Foster Appreciation at Work
Offering praise and fostering appreciation makes people smile and feel happy (have you ever tried to be mad when you're smiling?). Even those who pay compliments feel better. According to Barbara L. Fredrickson, a psychology professor at University of North Carolina, ""happy" chemicals make staffers more resilient in crises and more likely to be receptive to new ideas, while deepening collegial relationships and mutual respect."
It has to start at the top, and it will spread like wildfire. Take a few seconds to pause and acknowledge good work. The payoff is three-fold: a happier work environment, better customer service and happier customers.
Success Tip: Keep Learning
Your ability to learn faster than your competition is your only sustainable competitive advantage.
—Arie de Gues
Make sure you laugh: it's healthy! Click to read why.
In good health and prosperity,
Shoshanna
Shoshanna Szuch is a Marketing Consultant with Successful Visions and offers: her expertise to listen and think critically about what ails your business; new ideas and opportunities to strengthen your marketing and sales efforts; a marketing partner to help you plan, execute and measure results.
"Shoshanna provided excellent marketing consultation at a vital stage of our business's growth when my wife and I needed it the most. She helped us to focus on our target market and to find the best way to reach them. Her candid, yet very personable approach made working with her a great pleasure."