Management Tip
Treat Your Employees Like a Customer

by Ben McWhorter
repost
Article Archive
Marketing Tip
What does your station do to reinforce client relationships?
Media and Advertising
Dialing up local radio's future, finding static
Media and Advertising
Air time isn’t spare time in the world of radio and TV
Media and Advertising
What Are Arbitrends? Why Should I Care?
Media and Advertising
How To Beat The Cable Guys
Updated Note to the Knoxville Media Community--
What's The Deal With This Website??? (And Why Should I Care?)
Marketing Tip
The Dog and His Shadow
Media and Advertising
The Advertisers’ Needs (And Other “Stuff”)
Media and Advertising
Internet Vocabulary: What Does and Doesn’t Matter In Web Traffic Lingo
Management Tip
Employee Turnover And Its Staggering Costs
Management Tip
Treat Your Employees Like a Customer
Management Tip
Bottom Line: Identify, Hire and Retain The Best Talent. Period.
Management and Marketing Tip
The Pareto Principle...
Professional Tip
Advertising as a Profession
Professional Tip
How Can I Help?
My Consulting Code of Ethics*
Management Tip
Do You Have A Skeptic on your Team?
Sales Management Tip
The Value of Having a Dynamic Account List Management System
Media and Advertising
Myriad Media Musings Galore
General Stuff that is Interesting
Parkinson's Law: Better Late than Never!
Media and Advertising
Media Consolidation and the state of Entertainment
Management Tip
Work Environment and Other Musings
Media and Advertising
Do Media Sales Organizations Understand (Or Care About) The Advertiser's Needs Anymore?
Management Tip
Mean-Spirited Managers- AGAIN- (plus some new stuff)
Sales Management Tip
The Value of Having a Dynamic Account List Management System
Management Tip
More about Bad Bosses
Media and Advertising
Phantoms In The Brain
Media and Advertising
The Future of Full-Service Ad Agencies
Knoxville Media
Some Knoxville Radio Stuff
Management Tip
Mean-Spirited Managers
Knoxville Media
Who's listening overnite?
Media and Advertising
Scarborough Research Receives Media Rating Council Accreditation for Consumer Booklet
Knoxville Media
“The Summer Arbitron Book Doesn’t Count”- True or False?
Radio Listening Highest Among Well-Educated, Upper-Income Consumers According To Total Audience Data from Arbitron RADAR 83
Marketing Tip
The Latest Scarborough Consumer Data for Knoxville NOW Available
Media and Advertising
How Does Knoxville Stack Up? See The Top Local Markets For Reality Television
Media and Advertising
Gary Fries' address to the Radio Advertising Bureau's Sales Conference
Media and Advertising
Riding Out the Storm: The Vital Role of Local Radio
Media and Advertising
The On-Demand Media Consumer
Media and Advertising
Latest News and Developments on the Portable People Meter (PPM)
Media and Advertising
What are your customers doing during daylight savings time?
(Yep, I know this article is old, however)
Consumers Say Fewer Commercials Lead To More Radio Listening According To New Arbitron/Edison Media Research Study
Knoxville Media
Caveat Emptor: The Spring 05 Arbitron
Marketing Tip
Why branding doesn't work -- and marketing is better
Media and Advertising
Arbitron's PPM Uncovers Link between Reality TV Viewing and Morning Radio Listening
Marketing Tip
The Latest Consumer Data for Knoxville is Available
Marketing Tip
More Scarborough (but no parsley, sage, rosemary or thyme)
Marketing Tip
Arbitron Releases New Research on Listening by People Living in Cell-Phone-Only Households
Media and Advertising
Arbitron to Begin the Roll Out of the Portable People Meter System as its Radio Ratings Service in the Top 50 Radio Markets
Marketing Tip
Radio Audience Highly Engaged with Miami Dolphins Broadcasts on WAXY-AM According to Arbitron Study
The Hustle
Cable Subscribers Want More Choices in Content, Access and Pricing Structures That Fit Their Lives, According to new Arbitron Study
The Number of Heavy On-Demand Media Consumers Nearly Doubled in The Past Year in New Study from Arbitron/Edison Media Research
NAB Announces Marconi Radio Award Finalists
Media and Advertising
Arbitron Portable People Meter Shows Bigger Radio Audiences During Sporting Events And Sports Programming
Media and Advertising
Scarborough Research Achieves Full Media Rating Council Accreditation for Local Market and Multi-Market Syndicated Research Services
Media and Advertising
Nielsen Media Research Reports Television's Popularity Is Still Growing
Media and Advertising
CAB Releases Findings of ‘Which Screen’ Consumer Research
Media and Advertising
Arbitron Updates Portable People Meter Rollout
Media and Advertising
WIRED CABLE PENETRATION HITS 16-YEAR LOW WHILE SATELLITE CONTINUES SURGE
Media and Advertising
Arbitron Custom Sports Study Finds the Run Up to the Super Bowl boosts Sports Radio audiences in Indianapolis and Chicago
Media and Advertising
Satellite Radio Channels Account For 3.4 Percent of All Radio Listening In Fall 2006 Arbitron Survey
Marketing Tip
Bar-based Advertising is the Hot-Spot for Affluent Adults and Influential Consumers
Media and Advertising
More Than Half of Frequent Moviegoers Find Commercials before Movies More Acceptable than Commercials on TV
Media and Advertising
One-third of All Viewers Watch TV Away From Their Home Each Week
Media and Advertising
Digital Platforms Continue to Extend Radio Beyond the AM/FM Dial, According to the Latest Arbitron/Edison Study
Knoxville Media
More Facts from Scarborough
Key Legal Battle: A Case Study for Marketers
Nielsen to Acquire Telephia, Inc., the Leading Source of Consumer Research for the Telecom and Mobile Media Markets
Media and Advertising
81 Million People in U.S. Watch Broadband Video at Home or Work, According to Nielsen and CTAM
Knoxville Media
Knoxville Media Supports Knoxville Automobile Dealer’s Association Year End Clearance Event!
Marketing Seminar
NO RADIO RANKERS!!!!!!!!
THE SOUTH REIGNS FOR EBAY VISITORS
ABC, Scarborough Research and NAA Unveil Details of New Audience-FAX Initiative Integrating Circulation, Readership and Online Measurements
Marketing Tip
SCARBOROUGH RESEARCH RELEASES ANALYSIS OF THE POLITICAL AFFILIATIONS OF CABLE NETWORK VIEWERS
Media and Advertising
HDTV Customers are Happy With Picture Quality, Less Enthusiastic About Programming Options, Nielsen Finds
Marketing Tip
Adults-Only Strategy Drives Halloween Sales to $5B
Marketing Tip
Hybrid Vehicle Owners are Wealthy, Active, Educated and Overwhelmingly Democratic, According to Scarborough Research
Marketing Tip
NEW- Knoxville Consumer Data!
Marketing Tip
NASCAR 2008 Season is at the Starting Line: Fans Revving Up to Buy in Big Ticket, High-Tech Purchasing Categories
INTERNET OPPORTUNITY KNOCKING ON THE NEWSPAPER DOOR:
Media and Advertising
Scarborough Research Releases Newspaper Penetration Report
Hybrid Vehicle Owners are Wealthy, Active, Educated and Overwhelmingly Democratic, According to Scarborough Research
Media and Advertising
One-third of All Viewers Each WeekWatch TV Away From Their Home
Media and Advertising
Weekly Online Radio Audience Increases from 11 percent to 13 percent of Americans In Last Year, According to the Latest Arbitron/Edison Media Research Study
SCARBOROUGH RESEARCH RELEASES 2008 NEWSPAPER RATINGS REPORT
Media and Advertising
Austin, TX; Las Vegas, NV; Sacramento and San Diego are the Most Digital Savvy Cities, According to Scarborough Research
Media and Advertising
Nielsen Launches Mobile @Plan, Extending Its Online Audience Profiling Service to the Third Screen
Media and Advertising
Average U.S. Home Now Receives a Record 118.6 TV Channels
Media and Advertising
New Study of Bar-based Media Shows That Out-of-Home Media Can Be Effective in Reaching TV Ad Avoiders
Media and Advertising
Internet Coupon Usage Up 83% in American Households
Media and Advertising
Nielsen and IMMI Begin Providing First Daily All-Electronic Ratings for Viewing Outside the Home
Media and Advertising
Product Placements Decline by 15% in First Half, Nielsen Reports
Marketing Tip
Selecting Search Engine phrases?
Media and Advertising
Nielsen to Measure Radio Audiences in 50 Cumulus Markets
Media and Advertising
El Paso, Salt Lake City, Dallas and Memphis are the Top Text Messaging Markets in the U.S.
Media and Advertising
More Than 234 Million Listen to Radio Every Week Reports Arbitron
Media and Advertising
Arbitron to Increase Cell-Phone-Only Sample Target in all PPM markets
Media and Advertising
Teens Show Strong Optimism Regarding President Obama’s Ability To Address The Economic Downturn
Media and Advertising
More Than 234 Million Listen to Radio Every Week Reports Arbitron
Media and Advertising
TiVo and Innerscope Research(R) Identify Strong Correlation Between Emotional Engagement with TV Ads and Viewers' Fast-Forwarding Behavior
Weekly Online Radio Audience Grows to Estimated 42 million Americans in 2009, Up from 33 million in 2008
Knoxville Media
Arbitron to Raise Three PPM Sample Quality Benchmarks plans to increase average of cell-phone-only in-tab sample targets
Knoxville Media
New Scarborough information on Knoxville Consumers is now available!
Marketing Tip
The Truth about Cats and Dogs
(from a research perspective!)
Media and Advertising
PR Industry Leaders See Authenticity, ROI, Social Media Mastery as Top Three Issues Facing the Profession in 2009-10
Research
Arbitron Identifies Market-Level Cell-Phone-Only Household Estimates
Media and Advertising
More Than 8.6 Million Households Obtain Coupons Via Text Messages And/Or Email
Media and Advertising
MORE THAN 235 MILLION LISTEN TO RADIO EVERY WEEK REPORTS ARBITRON
Marketing Tip
Working Moms are Ripe for Mobile Marketing
Scarborough Writes a Refreshing Headline for the Newspaper Industry: Three-Quarters of Adults are Reading Newspapers, in Print or Online
Media and Advertising
Radio Industry Leaders Team to Improve Marketing Mix Models to Demonstrate the Impact of Radio Advertising on Product Sales
Media and Advertising
Arbitron Wins Emmy® Award for Broadcast Audience Measurement Technology
Marketing and Technology
Experian Simmons 2010 Technology Report
2010 American Movie-Goer Consumer Report
Marketing Tip
Green Appliances Are Hot in Both Warm and Cold Cities
Arbitron and PPM Coalition Settle Outstanding Disputes - Both Groups Commend Leadership of House Oversight Committee Chairman Towns
Media and Advertising
Readers‐Per‐Copy is Up at America’s Daily Newspapers
Media and Advertising
Arbitron Announces Next Generation Electronic Audience Measurement: PPM 360™
Marketing Tip
Where to Go and What to Do This Summer:
The Southeastern Conference is Tops for Women who are Avid Fans of College Football
Media and Advertising
Scarborough Research Connects E-Reader Devices with Higher Rates of Newspaper Readership
Media and Advertising
Goin’ Mobile The Impact Of Smartphones On American Life
Marketing Tip
New Scarborough Consumer Data is in for Knoxville!
Marketing Tip
The 6.2 Million Consumers Working Past Retirement Age Have Big Investment
Media and Advertising
Smartphone Ownership Doubles Year Over Year to Nearly One-Third of Americans, Says New Arbitron/Edison Research Study
Marketing Tip
The 6.2 Million Consumers Working Past Retirement Age Have Big Investment Portfolios, Represent Opportunity for Financial Marketers
Media and Advertising
The U.S. Marines Partner With Radio to Create Effective Campaigns
Media and Advertising
Arbitron and Entravision Communications Corporation Test Impact of Campaigns Running Simultaneously on Radio and Television
Media and Advertising
RADIO REMAINS THE “KING OF ALL IN-CAR MEDIA” ACCORDING TO NEW STUDY FROM ARBITRON, EDISON AND SCARBOROUGH
Media and Advertising
RADIO BROADCASTERS ADD NEARLY 1.7 MILLION WEEKLY LISTENERS IN THE PAST YEAR
Media and Advertising
Ipsos And Katz Marketing Solutions Develop In-Market Evaluation To Evaluate Live Radio
Marketing Tip
Candidates May Want to “Friend” Young Voters
Media and Advertising
Highlights from What Happens When The Spots Come On 2011 Edition
Marketing Tip
Rematch on the Gridiron! Giants and Patriots Fans Divided by Teams and Interests
Media and Advertising
12 Million U.S. Households are Either Superbanked or Unbanked
Marketing Tip
Denver, Portland and Seattle Adults Nearly Three Times More Likely than All Adults 21+ to Reach for the Local Brew
Management Tip
Employees' Personal Lives Are Critical To Business Success
CareerBuilder's New Talent Crunch Study Explores the Impact of the Skills Gap and Vacancies on Revenue and Turnover
Marketing Tip
Deloitte Survey: Back-to-School Shoppers Ready to Spend, Prepared for Higher Prices at Checkout
Marketing Tip
Nearly Half of Democratic Contributors and Nearly Three-Quarters of Republican Contributors Gave Money to Religious Organizations in the Past 12 Months
AM/FM RADIO IS THE STRONGEST PRE-SHOPPING MEDIUM ACCORDING TO NEW ARBITRON STUDY
Candidates Can Still Swing the Independent Voter
Marketing Tip
Health-Conscious Women are Sixty Percent More Likely to Prefer Popular Brand-Name Drugs, Even if They Cost More
Roses Are Red, Violets Are Blue. How Do Consumers Show They Care About You?
Big Spender Cities vs. Markets Seeking Savings: Scarborough Identifies the Top Local Markets and Buying Behaviors for U.S. Adults Who Self-Identify as Spenders or Savers
Management Tip
Mean-Spirited Managers
Apps Dominate Video Online Consumption Across Seven Arbitron Mobile Smartphone Panels in the U.S., Europe, and Asia
COLLEGE HOOPS AND MAJOR LEAGUE BASEBALL LIFT SMARTPHONE SPORTS APPS
Three-Quarters of Republican Contributors Gave Money to Religious Orgs. in the Past Year
Ghouls and Ghosts Galore, 158 Million People to Celebrate Halloween This Year, According to NRF
NRF Forecasts Marginal Sales Gains This Holiday Season
Marketing Tip
National Retail Foundation’s Holiday Frequently Asked Questions
Small Businesses Up the Ante this Holiday Season
Americans Are Primed for Travel This Summer
SPENDING ON FATHER’S DAY TO TOP $12.5 BILLION, ACCORDING TO NRF SURVEY
The new Scarborough Consumer Data for Knoxville is now Available!
Management Tip
Bad Management and Leadership is the Biggest Threat to the American Economy
Potential for 135.8 Million Holiday Shoppers to Shop Online, In Stores Thanksgiving Weekend
90 Percent of Holiday Shoppers Still Have Lists to Wrap Up

In another featured article, I opined about Employee Turnover And Its Staggering Costs and today I’ll opine again… and share some ideas on how to keep your people. Remember that satisfied employees equate to satisfied customers… low employee turnover equates to low customer attrition! Not only is reducing turnover the right thing to do, it’s the profitable thing to do! Here are some tips:

Hire the right people in the first place - This is the most important thing a manager can do. Not only is it imperative to seek out (yes, that means you MUST recruit!) and to develop talent, retaining that talented person is even more important. Here’s a strategy: You should hire someone as if you were going to marry them. That’s right--- this means that you should go on more than just two or three “dates” (interviews) with the prospective employee. Otherwise, you could be doing the “walk of shame” after a one-night stand.

Please realize that the person you are thinking of hiring will not change after you “marry” (hire) them. Think of the person you hire as Ronnie Van Zant singing "Freebird"..... “and this bird you cannot change.”

The more talent on your team, the better your chances of success as a manager. A talented team translates into growth, consistency and opportunity. However, very few managers seek out talent… most managers only do it when they have a “job opening” or if someone calls them for an interview. This is a big mistake.

You should think very carefully… and very judiciously before you contemplate firing someone you hired. After all, it was you that made the decision to hire the person in the first place. Putting a bullet in someone’s head to give upper management the sense you are solving a problem is only a short term solution.

Aside: Have you ever noticed that the most pitiful managers have to vilify an ex-employee after they have left the company (regardless of whether they were fired or not)? This is in spite of the fact that the “villain” was hired by the manager in the first place! What does this tell you about the manager’s judgment if manager made the decision to hire that terrible person in the first place?

Have a good relationship with your people- I know this goes against conventional management wisdom, but take this one to the bank... the better your relationship with your people, the better you will understand their needs and understand what your “customer” (employee) wants and strives for to remain in your employ.

If a manager does not care what an employee’s needs are, then this is clear evidence that someone needs to replace the manager.

Put the right people in the appropriate roles- Make sure that you are asking people to do the things they do well. Using a person’s strengths will yield results. An individual’s limitations should be made irrelevant if the manager is wise enough to limit employees’ involvement in tasks in which they do not excel. In other words, do not ask people to do what they are incapable of doing… as the old saying goes: “Never teach a pig to sing… it only wastes your time-- and it frustrates the pig.”

Create the right environment- Creating a “free and fun” environment is important to reducing turnover and in keeping employees motivated. A manager cannot motivate individuals (individuals must motivate themselves). HOWEVER a manager’s responsibility is to create the environment where individuals can consistently motivate themselves. Freedom, which is a derivative of trust, is essential for the most talented people to excel. A gloomy or authoritarian environment makes it almost impossible for even the best people to motivate themselves.

Make sure expectations are clear- Expectations must be clearly developed by collaborating with each individual. Yeah, that’s right… employees need to “buy in.” Each employee must know the “role” you envision them playing. This is critical in achieving maximum results. When an individual has a clear goal to hit, (whether it is numerical-- pertaining to budget attainment, or related to personal growth) their conviction to hit those goals will be magnified exponentially if they participated in a collaborative goal-setting process. Do your people have job descriptions and a game plan?

Take calculated risks- Make decisions based on facts--- not on personal opinions. Avoid knee-jerk and impulsive decisions, especially when things aren’t going well. Don’t mortgage your future just to relieve a situation short-term. Absorb losses, regroup, attack your current strategy, repair the weaknesses and adjust. Then move on with conviction. Long term focus is key to success. Very few managers can think past the current month and this perpetuates an unstable situation.

Operate an organization that is consistently ethical and respectable- There must be some non-negotiable standards, and it is incumbent on management to set these standards and to eliminate management subjectivity. A manager shouldn’t put him or herself in a position to be “Judge Wopner” in unclear situations… the manager should have policies in place for situations that preclude the need to “get out the gavel” and decide on day to day activities. “Situational ethics” has no place in business, and subjective management decisions (especially involving personnel) undermine trust among the entire staff. Decisions should be made on business criteria-- related to the mission and goals of the organization--- not based on whether a manager has personal feelings about specific individuals or clients. The issue at hand should be the concern, not the personalities involved.

These are tips that can help reduce employee turnover---- if you can reduce employee turnover and increase employee job satisfaction, then client satisfaction will increase and customer attrition will decrease. Employee satisfaction and customer satisfaction are inextricably connected.











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