A recent Gallup analysis found that only 15% of employees worldwide are engaged with their work. According to Gallup’s definition, engaged employees feel a profound connection to their work that drives innovation. In fact, this select group is more likely to see above-average productivity rates by an impressive 38%. The numbers speak for themselves–employee engagement is a valuable investment with the potential for big payoffs, no matter what stage your company is at.
But it’s the silent majority that, according to Gallup, offer “the greatest untapped opportunity for businesses to improve their performance and profitability.” These disengaged employees meet expectations, but lack the initiative or motivation to go above and beyond.
So, what’s the Ruby® recipe for keeping our employees engaged? Three simple principles: Incent, Inspire, Empower®. Through this three pronged approach, we keep the spirit of Ruby flourishing even as our company grows and our teams expand. “The goal,” as our CEO Jill Nelson wrote in the Small Giants Community blog, “is to make it second nature for everyone on staff to go above and beyond for customers in their own way.”
What does Incent, Inspire, Empower look like in action? Holly Smith, one of the cultivators leading Ruby’s WOW receptionists, uses our Incent, Inspire, Empower philosophy to tap into the potential of the individual through our connection to the bigger picture.
Incent is More Than a Reward
Incentives come in many forms at Ruby Receptionists. External motivators like our Core Values in Action Awards and our Five at Five sabbatical program are important opportunities to recognize the Rubys who make our WOW service a reality. These moments strengthen the Ruby community and allow us to practice the values that drive our company across all levels, Foster Happiness, Create Community, Practice WOWism, Innovate, and Grow. But cultivators like Holly know that the most effective motivator comes from within.
“Incent isn’t just about rewarding someone for doing a good job,” Holly says. “It’s about educating an employee so they understand how their work is instrumental to the success of the business.”
Every quarter, team leaders like Holly nominate receptionists who live and breathe our commitment to WOWism for the Legendary Service Award. These Legendary Receptionists are excel in every area of service, and we celebrate their contributions with a plaque and a bonus that recognizes the value they bring to our company.
As a longtime Ruby, Holly knows that the Legendary Service Award is more than just a milestone. The Legendary Service Award honors the core characteristics of an engaged employee, innovation and commitment. So when Holly encountered a team member who set her sights on the Legendary Service Award as the next stepping-stone in her path to success, Holly recognized a teaching moment that would have ripple effects far beyond the upcoming quarter.
Thought starter: How do you connect your employees to their contributions? Communicate that their work matters and be sure to articulate how it matters.
To encourage this driven team member to grow into a legendary receptionist, Holly “taught her about how Ruby Receptionists functions as a business.” By connecting the stellar service our receptionists provide with the experience of our callers and the material business needs of our customers, Holly challenged this receptionist to think about her role and her path in a different light.
Once this receptionist saw the big picture, she saw opportunity for growth. As Holly tells it, “[she] began to be excited and tell me about what she could do better. Each skill she learned lead to a new skill she could improve. She was inspired and empowered to use her abilities, intelligence, and past business experience to create a better company.”
Goal setting is an important practice in any area of life. But it’s also important not to let the future distract from the present. Our receptionists take pride in the WOWism they practice every day and take responsibility for their personal service delivery. When employees take ownership of their work, they proactively look for opportunities to grow.
Thought starter: How do you encourage your employees to take ownership over their work? Find a common goal and encourage them to forge their own way toward it.
The Ripple Effect of Empowerment
Empowering our teams to explore creative solutions is the foundation of exceptional customer service. Practicing employee empowerment isn’t limited to customer-facing interactions. By empowering our team leaders to practice their unique management style, cultivators like Holly are able to effectively lead our receptionists to reach their potential.
As Holly’s team member honed her service delivery and challenged herself to find new ways to WOW, she also grew into a leader who in turn empowers other Rubys to do the same. “She shares her experience and advice with other Rubys,” Holly says, “and is officially someone other receptionists can observe to learn from.”
We’re proud to share that this receptionist went on to earn the Legendary Service Award. What can we say? She learned from the best.
Thought starter: Do you foster a supportive work environment? Empower your employees to help each other at every level of the company.