When hiring, MSP business managers review resumes and conduct interviews— they are primarily concerned with whether the candidate will fit the company culture. No two MSPs have the same culture. The burning question is what separates high-performance business cultures from other office cultures, whether they are low performance or merely different. The most successful cultures do more than maximize productivity; they inspire employees to give their all day-in, day-out. Motivation and subsequent high-performance hinges on more than financial incentive. What matters most is that employees care about their work to the point that they are deeply engaged.
The Common Characteristics of High-Performance Workplace Cultures
Communication is essential to maximizing performance in the workplace. If your MSP business environment makes employees hesitant to speak up, ask questions, and inform others, the bottom line will suffer. Just as important is clarifying how employee performance is measured. Every manager and executive should have an open-door policy that facilitates an ongoing dialogue. Focus on the give-and-take provided through dialogue rather than a top-down monologue. Encourage the sharing of information and the time spent in the workplace will prove that much more productive. Furthermore, an open and ongoing dialogue will make work that much more fulfilling.
Empower Your Employees
Employees should feel as though their feedback and efforts mean something to those higher in the chain of command. Provide employees with the power to control their work lives and they will feel as though their decisions and hard work make a meaningful difference. This element of control encourages employees to remain onboard for the long haul, recruit other talented employees and ultimately try their hardest to climb the corporate ladder.
High-Performance Workplace Cultures Focus on Customer Satisfaction
According to Salesforce, nearly 90 percent of customers cease purchasing products and services from businesses after those companies provide a low-quality customer experience. Nearly 50 percent of customers refuse to engage in any sort of online transaction with the company in question if their issue is not taken care of in a reasonable amount of time. It is clear that businesses can retain customers if they focus on all aspects of the customer experience from the point of initial exposure to the shopping experience, point of sale, and even complaint resolution. If your workplace culture has not yet made the customer experience an integral component of your overarching mission, the time to do so is now!
Dedicate Resources to Employee Growth
Employees not provided with the investment necessary to grow within the organization will look for work elsewhere in due time. Invest in your employees and they will have the skills necessary to please customers. Just as important is the fact that such investment boosts morale and heightens retention.
You Have the Power to Transform Your Workplace Culture
If you have any sort of power or leadership role at your MSP business, implement the advice detailed above. Continue pushing to improve your workplace culture and it will not be long until you enjoy positive results. Even if you are not a power broker at your company, you still have the potential to improve your workplace culture. Lead by example, be the change you covet in your workplace and others will gradually follow suit.