“We treat our people like royalty. If you honor and serve the people who work for you, they will honor and serve you.” - Mary Kay Ash
The recent years has seen the attrition rate in the service sector in India, rise to a startling 40%. This trend can be reversed if we lay emphasis on achieving employee satisfaction. We are of the firm belief that any enterprise, if it aims to follow the “going concern” objective, must at all costs inculcate a sense of belonging among its employees.
To achieve this, every company must lay emphasis on informal techniques. Any kind of formal system becomes more of a stringent disciplinary policy rather than being a proactive principle. We observed that no employee really states in a written format if he/she is unhappy in clear terms. Happiness being intangible has to be felt rather than evaluated. We must aim at being reasonable rather than being forcefully policy driven. Even for performance appraisals, typically done by managers, we took a different approach. We realized that it is better to follow a “self evaluation” process that allows the employees to introspect and evaluate themselves.
Any employee would make a mistake primarily because of two reasons – either he/she isn't aware of the mistake or he/she didn't know how to do the work assigned. After all no employee wants to do “bad work”. In both the situations, they must be taught rather than penalized. Their unintentional mistakes must not be a basis to define their capability. Every employee should have a clear indication of the technique that needs to be followed and what is the expectation from the work assigned. They must be sent for training and other managerial processes regularly to teach them the work. This would help minimize mistakes.
Complaints, dissatisfaction, difference of opinions should be freely voiced and dealt with effectively and efficiently. Our employees must have a feeling that going to work is almost like coming back home. Suggestions is a better device than being firmly instructive. We must consider employee feedback to be a valuable asset. Every work done in the team should be respected. They must be appreciated for their effort through awards, prizes, bonuses and credit for any success arising out of their contribution should be shared.
Rather than asking how the work is, we focus on how each one's day was. Our employees are free to dress in the manner they prefer, listen to music while working and implement their own ideas towards business development. They are allowed to enjoy their breaks and indulge in recreational activities according to their own will as long as they have achieved the defined target. This has helped us earn their respect rather than demanding it. Our employees are happy, motivated, work better and their improved performance leads to increased revenue and profit.
By following such friendly policies, we at Clickindia became the largest free classifieds website in India. In the three years of its business, the company enjoys a healthy and single digit attrition rate.
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Pankaj Agarwal
Co-founder, ClickIndia Classifieds
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This is a contributory article by Pankaj Agarwal, Co-founder, ClickIndia Classifieds.
The opinions and views expressed in this blog, explicitly or implied, is the personal opinion and observation of the author. The views and opinions expressed on this blog by the author and those providing comments are theirs alone, and do not necessarily reflect the views/opinions of DARE/CyberMedia (I) Ltd.
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To achieve this, every company must lay emphasis on informal techniques. Any kind of formal system becomes more of a stringent disciplinary policy rather than being a proactive principle. We observed that no employee really states in a written format if he/she is unhappy in clear terms. Happiness being intangible has to be felt rather than evaluated. We must aim at being reasonable rather than being forcefully policy driven. Even for performance appraisals, typically done by managers, we took a different approach. We realized that it is better to follow a “self evaluation” process that allows the employees to introspect and evaluate themselves.
Any employee would make a mistake primarily because of two reasons – either he/she isn't aware of the mistake or he/she didn't know how to do the work assigned. After all no employee wants to do “bad work”. In both the situations, they must be taught rather than penalized. Their unintentional mistakes must not be a basis to define their capability. Every employee should have a clear indication of the technique that needs to be followed and what is the expectation from the work assigned. They must be sent for training and other managerial processes regularly to teach them the work. This would help minimize mistakes.
Complaints, dissatisfaction, difference of opinions should be freely voiced and dealt with effectively and efficiently. Our employees must have a feeling that going to work is almost like coming back home. Suggestions is a better device than being firmly instructive. We must consider employee feedback to be a valuable asset. Every work done in the team should be respected. They must be appreciated for their effort through awards, prizes, bonuses and credit for any success arising out of their contribution should be shared.
Rather than asking how the work is, we focus on how each one's day was. Our employees are free to dress in the manner they prefer, listen to music while working and implement their own ideas towards business development. They are allowed to enjoy their breaks and indulge in recreational activities according to their own will as long as they have achieved the defined target. This has helped us earn their respect rather than demanding it. Our employees are happy, motivated, work better and their improved performance leads to increased revenue and profit.
By following such friendly policies, we at Clickindia became the largest free classifieds website in India. In the three years of its business, the company enjoys a healthy and single digit attrition rate.
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