Author: Stephany Poe, Author of the book “Perfect Progression” & Owner of POEE Coaching & Consulting
“The customer is always right!” That statement is often heard in several ways in several work environments. The experience a customer receives from a company is critical to operations. Customer feedback is usually received through word of mouth, online forums and surveys. Since the pandemic, that number of surveys customers are receiving has drastically increased. If the experience is positive, organizations [should] highlight those and maybe even expand upon them. However, if the experience is a negative one, organizations [should] see where improvements could be adjusted within their company. So I ask the question, what about internal customers? Internal customers are the stakeholders who work within the company, the employees. Internal customers also leave their reviews about their experience being employed by the company. Many of those reviews from former employers usually highlight poor management, favoritism, low pay, no opportunities for advancement, and even toxic work environments. However, there are ways to help decrease mental stress in the workplace with your people.
1. Self Reflection
Tone is set at the top! So take ownership of your behavior! Change usually
begins internally before externally. So take a proactive approach to your
own behaviors and make the adjustments needed to reflect the image and
behavior you yourself want to see displayed in your work environment.
2. Self Leadership
The behaviors and actions expected of others should be demonstrated by
leadership. People watch their leaders and imitate such behaviors, thus
aiding in the creation of the workplace culture. So demonstrate self
accountability.
3. One-on-One
Check in with your people regularly, especially in the virtual work space. Work processes do not have to dominate the conversation, but it’s also an opportunity to level personally with your people. Intentionally create the space for employees to talk about potential mental health concerns without people blaming. Offer resources to the employee as a route to
further address.
A survey conducted by the Pew Research Center of more than 9,000 people stated low pay and a lack of opportunities for advancement (63% respectively) are the biggest reason why they quit their jobs last year, followed by feeling disrespected at work (57%) (Fottrell, 2022). The work environment can have severe impacts on a person’s mental, emotional, physical, and spiritual capacity. There are always ways in which things can go in a more positive direction, but that direction needs to come from the top through clear communication, followed by demonstration, and consistency.
References
K. Parker, J. Horowitz (2022 Mar 9)
https://www.pewresearch.org/fact-tank/2022/03/09/majority-of-workers-who-quit-a-job-in-2021-citelow-
pay-no-opportunities-for-advancement-feeling-disrespected/
Q. Fottrell (2022 Mar 10) The Pew Research Center asked more than 9,000 workers why they resigned
from their job.
https://www.marketwatch.com/story/underpaid-lacking-career-advancement-and-feeling-disrespect
ed-the-3-main-reasons-workers-are-quitting-their-jobs-for-better-ones-11646939719