Gallup estimates that the US economy loses over $450 billion annually due to disengagement, and $84 billion due to absenteeism. In fact, job markets seem to be shifting toward temporary and project-based employment, which could result in increasing insecurity, and a lack of commitment and loyalty toward a specific employer. Also, holding a fulfilling job and making a difference is essential to the generation of Millennials, who will be a majority in the global job market by 2020.
Disengaged employees are also said to commit 100 times more errors,leaving no room for ignoring engagement.Despite all of this, one might argue that the basic need for survival, as explained by the Maslow hierarchy of needs, leaves little room for the majority of the world population to find the time and energy to even consider feeling more fulfilled, happy, and engaged.
The Servicizer™ Mindset In order to develop a new approach to individual engagement, The Serivizer™ Mindset combines best practices from business theories around Employee Experience, Service, and Customer Experience with ideas from Mindfulness, Motivation, and Emotional Intelligence.
This goes beyond industrial, cultural, or language barriers and builds on over 20 years of keen observation of why some people are delighted by delighting others, as true ambassadors of unforgettable experiences, while most simply do not seem to care enough for such notions. A powerful quote from the late Dr. Wayne Dyer sheds is a key ingredient in this approach: “When we change the way we look at things, the things we look at change.”
Customer Defenders vs. Offenders Without ignoring the essential responsibilities of employers to do all in their power to create the most engaging and fulfilling work environment, by for instance doing the right: Hiring, Training, Teaming-up, Treating, Incentivizing & Rewarding of their people, one cannot ignore the mindset choice individuals can actively make in order to become as successful and engaged as they possibly can be.
Customer Offenders – Gallup puts the number of disengaged employees at around 67%, while another 20% are considered actively disengaged. This majority are people we meet and interact with daily, who are happy to ruin any exceptional experience we may be having by their negativity, and possibly even rudeness.
They would have preferred better conditions or another job altogether, being at work is the last place they would like to be, and they will make sure people around them, colleagues and customers alike feel that. They carry out the tasks at hand with little or no interest, only looking forward to the next coffee break or the next vacation.
Customer Defenders – An employee who carries out their job through “Service” first and foremost, simply put a “Servicizer”. They have a positive, productive, and collaborative mindset and attitude, considering everyone around them a customer who they will readily serve. They are the champions that delight their colleagues expecting nothing in return, knowing that what goes around comes around, and truly understand Reciprocity, without ever falling into the trap of naiveté. They simply know how to:
“Convert their To-do list into a list of amazing services to be rendered, thereby setting themselves up for exceling, and continuously improving in all they do.”
As Emotion is a hot topic in the world of Customer Experience Management this year, so is the importance of Emotional Intelligence in hiring and retaining employees and future leaders. Being able to mindfully develop a personal servicized mindset, and for organizations to embrace and nurture that as a cultural add-on, may indeed help us all find more moments that take our breath away, even when at work.