Job performance can be negatively affected by work procrastination, and few studies have been conducted on how work tasks affect procrastination. ![]() Harmonious work passion mediate this relationship. Service performance (PCSP), and that perceived insider status and Show that illegitimate tasks negatively affected proactive customer The results of two studies, using mixed methods, Work passion and perceived insider status, and the buffering role ![]() In addition, we examine the intervening roles of harmonious Tasks on proactive customer service performance (PCSP) of hospitalityĮmployees. System framework, we investigate the effects of illegitimate Drawing on the cognitive-affective processing Of negative outcomes, yet we still do not understand how such tasksĪffect hospitality employees. May view certain tasks as outside the acceptable boundaries of their As hospitality firms face labor shortages, employees are asked to performĪ greater range of tasks than ever before. Shep Hyken is a customer service and experience expert and New York Times bestselling author. Do your employees take an extra step or spend a little more time with customers in those situations? An honest appraisal will show you where you can be better, and, usually, emphasizing or renewing your commitment to the Employee Golden Rule is a good place to start. It’s the trying times that best reveal our strengths and our weaknesses. If you really want to “take the temperature” of your company’s culture, study how you and your employees deal with difficult situations. Which brings me to a final recommendation.Īs you’ve been reading this you’ve probably been considering how employees are treated in your company. When employees feel that their employer is an adversary, that negativity, in larger and smaller ways, is reflected in virtually everything they do, especially when there is a challenging situation. It has created thousands of loyal employees and that has translated into legions of loyal Southwest flyers.Įmployees will go the extra mile for a company when they know that the company cares about them. ![]() Wisely, the airline kept that value at the core of its company culture after Kelleher handed over the reins to new leadership. Its success can be traced back to its co-founder, Herb Kelleher, who always put employees first. It is also one of the most financially successful in a very difficult industry. Southwest Airlines is among the perennial leaders in all the various ratings that airlines receive. I often write and speak about companies like American Express, Ace Hardware, and Southwest Airlines.Īnyone who has interacted with these companies almost immediately senses that there is something “different” about their employees. The good news is that many of our most successful companies have been modeling the Employee Golden Rule for years, proving that it is a sound strategy for achieving a stunning level of customer service. The do as I say, not as I do approach doesn’t work.Īnd when employees in your company are treating one another poorly, it will eventually be felt on the outside by the customer. If top management berates those in middle management, leadership cannot expect line-level employees to be well-treated by their direct supervisors – even if there is something in a mission statement somewhere that makes the proper treatment of employees a high priority. And, just as our parents may have taught us the Golden Rule, in business it is leadership’s responsibility to teach, preach, and demonstrate the Employee Golden Rule. In the corporate world, the Employee Golden Rule is about creating a positive work environment. The Golden Rule that many of us learned as children, which is essentially to treat others the way you want to be treated, is one of those positive rules. Every once in a while I meet someone a little more optimistic (such as myself) that feels that the way some rules are worded can actually help make good things happen. When we’re children, we are told to “Never do this,” or “Don’t do that.” We learn to obey the rules. I’m typically not a fan of the word “rules.” When I ask people about rules, most will say they are created to prevent some type of behavior. Treat employees the way you want the customer treated – maybe even better. If you’ve read some of my work on the internal customer, you may remember something I call the Employee Golden Rule, which is: While there may be many attributes that could define a company’s character, perhaps one of the most obvious would be the way leadership treats employees. ![]() If you build a strong and healthy company culture, your company’s destiny will be strong and healthy.
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