5 Ways to improve Your Employee Satisfaction in Managed Services
Be Different. Deliver Excellence.
Jan 23, 2018
A Happy MSP Team Equals Happy MSP Customers
Welcome to 2018! As we start the New Year refreshing our goals and resolutions, many of us are taking time to evaluate our company’s performance from last year. For many companies, this includes spending time trying to measure and determine customer satisfaction. However, there is one survey even more critically important than your customer satisfaction survey that we shouldn’t forget – and that is your employee engagement survey.
When was the last time you surveyed your team satisfaction? If your employees are not happy, they will not be able to make your customers happy.
What can be done to make team members happy?
Get your finger on the pulse of their engagement level today. Whether it is a formal survey, a discussion with the team as a whole, or just listening closely, you need to devote the time to figuring out where employees stand today. This gives you a baseline for where employee satisfaction is today, and if you’re effectively able to improve morale. Then you can put your plan in place.
Provide the team opportunities for direct feedback. Things you can do to keep high employee engagement include regular one-on-one meetings with each member of your team. Don’t miss out on this great opportunity to get feedback directly from employees. Ask them what you can be doing better as a leader or peer, and what obstacles you can help them overcome. Depending on your organizational structure, having a quarterly or semiannual “skip level” meeting is a great way to get feedback as well. A skip level meeting is an opportunity for an individual contributor to meet with their leader’s leader to share ideas and concerns and ask any questions they might have.
Get your team involved with each other outside of the office. For team building, encourage bowling, volleyball or softball teams. Find a volunteer opportunity they can do together. Have a team outing that encourages the team to interact in ways they don’t normally while in the office. These opportunities are priceless for building team cohesion and engagement. The more team members can empathize with each other, the stronger the relationship, and higher they work towards team satisfaction.
Help team members visualize their career path. Everyone wants to know how they can excel and progress in their career and role. Map this out and share it with your team to motivate them and communicate opportunities they can work towards. Set goals and show employees what they expect for a career path and how long they can expect it to take. Setting expectations will help your team members reach for the stars, but also help them to be realistic in the amount of time they expect it to take to get there.
Celebrate team recognition opportunities as often as possible for jobs well done. Make contests and give rewards to have some fun with team members. Engage employee’s competitive spirit wherever possible. Give them a vehicle to easily recognize each other, whether by travelling trophy, filling a bucket or a group message board. The easier it is to recognize each other, the more often they will do it. Team members who are recognized for a job well done and have a great relationship with their team are happier members that are able to pass that happiness on to your customers. Make time today to find ways to ensure their happiness!
Your employees are your company’s differentiator. They are what drive the success and growth of your company. As you’re setting New Year’s resolutions, make sure to include some specific goals towards keeping employee satisfaction high, which will also result in high customer satisfaction.
Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality.
Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader.
Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.