Have you ever been in an establishment where it was apparent that the employees were unhappy? How was your experience as a customer? In my experience it has generally been a less than positive event. If this has been your experience as well then perhaps you need to take a look at your company as well and ask the question, who do you treat better, your customers or your employees.
I raise this question after reading a business profile of Jim Hyatt, the new CEO of Church’s Chicken. Church’s is a 60 year old company, founded in Texas, but now headquartered in Atlanta, Georgia. With 25,000 employees and 1700 restaurants employee engagement has to be a major issue given the tie between the customer experience and employee engagement. I really don’t know anything about Church’s personally, other that I do enjoy their chicken on occasion, but I am sure they are in good hands. The reason I think this? Hyatt’s philosophy is stated as being “The guest experience will never exceed the team experience.” To my way of thinking that is a major key to success.
Can you say the same thing about your company?
(Article:Expansion key for this executive, by Bill Hendrick in the Sunday, Oct. 7, 2012 The Atlanta Journal-Constitution.)