An overview to engage employees when SHIFT HAPPENS!®

1. Employee/Employer Empowerment An Overview

2. Employee/Employer Empowerment James D. Feldman Certified Facilitator President James Feldman Associates, Inc.

3. EMPOWERMENT is the POWER to have control over your OWN Destiny.

4. Customer Satisfaction is now the primary goal of most companies

5. All companies are now SERVICE COMPANIES. More than 90% of IBM employees perform service activities.

6. Companies with quality products and services are more profitable. A company perceived with high quality can charge 9% more.

7. Turnover rate in some industries exceeds 400%. Employee empowerment reduces turnover.

8. • It COSTS MORE to get customers than it costs to keep them. • Attracting customers cost 91% more than retaining an existing customer

9. Customers can not be satisfied by dissatisfied employees

10. Many reasons exist to stimulate corporate involvement in employee empowerment. All lead to the same conclusion: its costs money to replace employees.

11. It's Employee Time! Find the resources to treat employees as individuals

12. Make "Relationship Management" your new motto

13. Altruism is not the motive by most companies to make their employees happy

14. Quality is the ultimate marketing weapon. Customer/employee satisfaction increases sales and profit margins. And that is why we are all in business.

15. It costs more to train new employees than it costs to keep them. Training new employees costs 195% more than rewarding an existing employee.

16. Quality products and services require a motivated work force. EMPOWERED employee compensation is the key to success.

17. Seeing your Employees as people is what Employee Empowerment is all about.

18. Empowerment Programs should incorporate the same flexibility as those offered to salespersons who work on commission

19. The Objective Of Any Empowerment Program Is To Motivate Your Employee To Achieve Pre-established Business Goals

20. Each of you can make a difference in your employee empowerment by taking some simple steps that could lead to significant increases in productivity.

21. When faced with a business decision, ask: “ What will this do to help bring the customer back again?” Employee Suggestions?

22. All rewards do not have to be cash. In most cases, cash does not have the best affect on the long term productivity of the employee or company.

23. What does not make sense is investing to train employees, then failing to match that effort with follow through that creates a long-term relationship.

24. MAKE EMPLOYEES feel like WINNERS

25. Who are the employees, other than salespersons, who have a real impact on your sales?

26. The marketplace looks totally different from where the employee is standing.

27. Remember... the best employee is a tenured employee. Treat each one as if the goal is to keep them from going to the competition.

28. IF YOUR EMPLOYEE HAS A PROBLEM... YOU HAVE A PROBLEM! Try to settle the complaint QUICKLY.

29. Employees my not always be RIGHT. There is no percentage in telling them they are WRONG. Show them how to benefit themselves

30. DO NOT PASS THE BUCK- ACCEPT RESPONSIBILITY COMPLAIN ONLY ONCE!

31. Thank your employee for complaining. Make a complaint a positive experience for both of you.

32. The "center of gravity" of a business should be kept as close as possible to the point where the action is-where the business meets its customers. And that’s usually an employee.

33. Employee Driven means direct personal contact with employees who represent your business.

34. Employee Empowerment means: • you don't know everything • you can't forecast reactions • you are committed to remedy those gaps in knowledge- to narrow it instead of widening it

35. Reactions to what you communicate to employees is very difficult to forecast.

36. The most important skill to create Employee Empowerment is to LISTEN!

37. WHAT'S BEING REWARDED?

38. • Promote time savings • Involve employees • Make the message fun • Emphasis on claims and substantiate

39. Look at both short-term and long-term benefits prior to making any business decision.

40. Then set up ways to measure how much repeat and referral business you will get. And offer a reward for positive results!

41. We can profit from employee empowerment. We can profit NOW! Your competitors are doing it today and so should we.

42. The problem is to learn how to define the end results we want… And develop the Empowerment Skills to achieve them.

43. Everyone works smarter when there is something in it for them.

44. Learn The Power Of a Smile

46. Address Information James Feldman Associates, Inc. 505 North Lake Shore Drive Suite 208 Chicago, IL 60611 Phone: 312 527-1111 FAX: 312 527-1116 www.shift happens.com Strategic Planning Motivation Programs Consulting