Small business owners or managers often express concern to me that they don't feel they are getting the best from their employees. Immediately I begin asking questions as to what efforts are being made to include these employees into decision making, upcoming changes and training programs. An excerpt from Branson's article:
"If employees feel they are on the outside looking in—so far outside that they refer to their company as “they”—then who's to blame? Managers and executives may be investing no effort in making staffers feel like valued insiders". Full article here
Just like our workshops advocate including the customer in reaching a satisfactory solution when service problems arise, employers may see noticeable change in their staff's attitude and performance simply by seeking their input and treating them as service professionals.