Because everyone should dig their job

The Employee Experience Is As Important As The Customer Experience

By Ron Thomas

First of all I just want to say thank you for this amazing opportunity. I have learned a lot and I am still learning. The past 5 months have been life changing. By working here it has really boosted my self-confidence and gave me the courage that no matter what size I am, I can do anything. I just want to thank you for being patient with me and not getting upset when I make a mistake and for working with me step by step. I am so grateful; I love coming to work every day. Thank you for everything. XXXXXX is my 2nd home.

The manager who shared this with me was in tears as she told me the story. This was an employee that she said “she took a chance on.” She told me that in 5 months on the job this worker has out worked and out hustled all the others on the team. Although being paid little more than minimum wage, she is thankful for her new job.

Diamonds in the rough

As I read this I thought of the numerous times we have interviewed people and, by all instincts, we decide not to move forward. However, there are times when we decide to take a chance because something just tells us that this is someone who needs a chance. One opportunity is all that is needed to turn someone’s life around.

We all know people who have been downsized for whatever reason. I had one friend who was in a dying industry and had the title of vice president. He got so desperate after being unemployed for over a year, he was applying for administrative assistant type roles. I told him no one would hire him for this role because they know he is just looking for work. As soon as a more appropriate role comes along he’d be history. They knew he was just looking for a holding pattern till the right thing came along.

If the shoe was on the other foot

But on the other hand, there is a lot of discussion today about quality of hire. We have some variation of the 3/6-month probation period. What if we were to turn that on its ear and our employees could rate us as an employer? Would the honeymoon period still be on?

I have always advocated that all managers have this vital discussion, conducting stay interviews at the end of probation periods. We as managers have our say, so why not afford that same opportunity to our reports? Of course, this discussion would take place as a conversation and not an interrogation. How many of our people would take the time to pen a note thanking you and your company for employment?

The employee experience

As we struggle with the “employee experience” as well as the customer experience, it should give us pause because both are the same. Organizations would gladly receive this type of note from a customer. Those types of testimonials are framed, applauded and talked about. It should be the same with our employees.

While the vast majority of employees would not become word poets extolling the virtues of their place of employment, it is heartening to read this type of note from an employee, just stating how happy they are to work and thanking this manager for the foresight in “seeing something” in her.

While I have been managing people a long time, I have never had the honor of having an employee send me a note. I am grateful that my friend sent it over because she knows that this is my “kind of action,” as she said.