Business owners must craft good working environment

 

Editor’s note: Michelle Stockman is an independent consultant with her company, Fort Smith-based Msaada Group. Stockman earned a bachelor’s degree from Loyola University-Chicago in communications and fine arts, and earned a master’s in entrepreneurship from Western Carolina University. Her thoughts on business success appear each week on The City Wire.

I recently heard the statistic that it takes 40 compliments or words of encouragement to counter act one piece of criticism. It takes a split second to communicate either to whoever is your target, and you’ll see the vastly different results. Some people live for compliments while others don’t see a need to compliment if nothing warrants kind words. Regardless of which camp you fall in, there’s no doubt about the positive impact a compliment brings into a person’s day.

Through the years, I have worked within the full spectrum of offices and departments to experience the vast differences in office culture. You can quickly see which environments foster growth and productivity and which offices seek to survive the day. In businesses where direction is lacking and criticism awaits around every corner, the people within that environment often become disgruntled, less productive, less innovative and less invested in the company. That negativity spills into the market and affects customers.

Meanwhile, going too far in the other direction is equally frustrating to employees. A push over environment creates trust issues amongst employees, deconstructs any team environment that may have been fostered and generally opens the door for inter-company chaos. Customers may see complimentary communications as shallow or insincere.

The balance is to create a work environment that communicates goals, tasks and issues clearly both within and outside the company. Where good work gets recognized and is valued. Where loyal customers are genuinely appreciated and feel welcome. There are many interpretations of this balanced environment that serve the needs of the business as well as customers.

In a bad economy, Jori accepted a marketing director position with a mental health services company. During the interviews and the job offer, the position sounded like an incredible opportunity to take her career to the next level. She reported on her first Monday to her new boss to find he was too busy to welcome her or show her where she should sit nor was there any equipment (phone nor computer) for her to work on. She sat in a busy hallway trying to find company literature to at least read until the morning settled down.

Eventually, Jori was told that her job was to build their client referral pipeline, so she brought her own laptop and moved around the offices to start her job. After 89 days of building new connections the company has never seen with no support, no budget and no equipment, the company downsized her position where they even fought her claim to unemployment. This toxic environment was unhealthier than the clients seeking their services.

On the other hand, John had gone to work at a young software start-up company during the dot-com boom. This company survived on a shoe string budget where they knew their employees were over worked and under paid. While they couldn’t pay John was his true market value was at the time, they created an environment where John and others knew they were the key to the business’ success. John’s bosses shared praises, said thank you and communicated expectations clearly. The company offered all employees free sodas, access to training, trade magazines and trade associations. They provided extra holiday and vacation time as well as flexible work hours. Additionally, the teams John worked on were teams that created a fun atmosphere of collaboration.

On the flip side, there are businesses where customers foster negative environments. Even where customer service is king, some markets and industries attract disgruntled customers who feel entitled to say what they feel regardless of whether the business is doing everything it can to please.

While it is impossible to protect employees from the harsh words of self-righteous customers, it is important for the business owner to prepare employees for such bad times. When the employees handle a disgruntled customer like a pro and there is no resolution, then the business owner or manager needs to support that employee while stepping in to manage the customer.

In business, emotions are left at the door. However, words evoke emotions and emotions will invade the business. From business investors to the janitor, your tone, what you say and what you mean matter. Choose your words wisely.

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Stockman can be reached at [email protected]