Brand Ambassadors, Servant Leadership & Employee Voice

Like it or not, our employees, their actions, attitudes, what they say, what they don’t say, all form part of the brand image our customers have of our businesses. 

A few weeks ago I popped into a store for some stationary…I had a burning need for some different coloured whiteboard pens.  (I love a whiteboard)

It was one of those stores where you can buy well priced toiletries, cleaning products, pet supplies, stationary, home decor etc…I’m not naming it outright but I’m sure you’ll get the idea. 

Waiting in the queue to pay I could hear the cashier telling a customer how busy it was, how the checkout she was on was the worst one to be on and generally having a bit of a grumble. Chat moved on to Christmas and customer commented that it was positive news that the stores employees were getting Boxing Day off work…this prompted an outpouring of how this extra day off is not as positive a move as it has been presented publicly and that the employees had to save their usual days off to cover this…discontent now out there the cashier slated the store owner/managers, giving examples of how the outward facing comms are not the experience of the team working within the business. 

I had already committed to creating an employee voice committee at Flexible Childcare Services Scotland, and am determined we will be recognised as a best place to work employer. We’re already accredited Living Wage, are Disability Confident Committed and we’re recognised as one of Scotland’s Top Ten Flexible Employers.

This overheard conversation reiterated to me the importance of being employee led and valuing your team. 

It was a clear example of how important it is to never underestimate the impact your team members can have on your business. Every good show needs a story and the story behind your brand is told through the daily communication your team have with current and potential customers. 

It is down to us – all of us – to make sure that our teams understand our business aims, that they feel valued and involved and that they are proud to tell their, and our, stories.

Our front line operational colleagues often have the inside knowledge, ideas and feedback that can guide our business planning. Regardless which sector you are operating in your front line team are the people that have the most contact with your customers, so it would be a foolish decision to not include them in your planning and evaluation processes. 

It’s the inverted pyramid model of servant leadership and done correctly it drives success. Picture a single person trying to push forward a full team, that’s hard work. Now picture a full team pulling the organisation forward…the combined strength of the team, their shared vision and the knowledge they are valued makes the road to success much easier all round. 

Your team are the characters in your business story, don’t just give them bit parts, given them key roles and give them a good story to tell. 

This post is an extension of a post I have previously shared on my LinkedIn profile.

#employeevoice #brandambassadors #sharedvalues #valuedteam #peoplemakeithappen #servantleadership #socialentrepreneurship #leadershipmindset