From the pandemic years to the “Great Resignation” and now the “Quiet Quitting” phenomenon, a lot of virtual ink has been spilled discussing the struggle of the employee and the substantial changes happening at the workplace. All these changes have had a direct impact on the customer experience and organizations are left wondering, What do I do now? How should I do it? And, who is going to do it?
At The BCJ Group, our commitment is to find and fix any issues that arise in a business. In all of our years of experience, both with The BCJ Group and previously as leaders at The Disney Institute, we have yet to find a business issue that was solved by simply adding a new piece of software, hiring more people, sending out a memo, or just reacting to whatever the latest phenomenon might be.
Taking a holistic approach to the business allows us to see how all the parts of the business are connected. So when we hear about something like “quiet quitting”, our first thought isn’t just, “How do we re-engage those employees?”, but instead “Why is this happening? How will this affect customers, leaders, or R&D?”
This isn’t to say that employee engagement isn’t important, but rather that businesses are complex systems. And just as you wouldn’t cure a chronic cough by taping someone’s mouth shut, nor should you engage in a game of Whac-A-Mole with each new workplace scare. Instead, we here at The BCJ Group advise you to start with the most important question first – why? Why would employees be actively disengaged at my company, and why does it matter if they are?
That last question shouldn’t be read as flippant disregard, but rather as the start of an inquiry into what effects your policies, procedures, people, and technology have on your customers, clients, or partners.
During the height of the pandemic, we worked with companies to help them understand that the work/life balance line had been blurred to the point of becoming invisible. Employees, both traditional and contract/gig workers, were bringing their fears and stress with them to work and how could they not?
However, this had a profound impact on how they communicated ever-changing health and safety policies to customers. By strengthening communication avenues, increasing the cadence and methodology of updated information, and being deliberate about how data was stored and disseminated, we helped our clients see the interconnectedness of many aspects of their business. This can be especially enlightening for many companies that have their customer interactions primarily handled by partners or vendors.